Bill Gates


Your most unhappy customers are your greatest source of learning.

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To paraphrase Tolstoy, 'Happy customers are all alike; each unhappy customers is unhappy in its own way.' If you're having any success at all in business, you have a strong body of happy customers who are getting what you promised them. But don't be seduced by their praise. The unhappy customers are the ones who can point out to you where you're falling down. Unhappy customers will be extremely specific about what has gone wrong. Your efforts to put that right may or may not win back the customer, but they will certainly make your product or service better, and improve your future ratio of happy:unhappy customers.

Michael Byrnes, StrategyPal founder

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