[TenTec] Surprise from Heil

[tongaloa]

Mike Gorniak wrote:

> Hi Jim,
>
> Mr. Heil is demonstrating his knowledge of Good Business Practice.
>
> It has been shown, through extensive research, that a customer who has 
> a problem that is resolved graciously by a company becomes more 
> positive and more loyal to that company than if there was no problem 
> in the first place...
>
> In other words, customer's problems are opportunities for companies to 
> enhance their relationships and gain greater loyalty from their 
> customers!  As a bonus, the now happy customer tells his / her 
> acquaintances about the positive experience that he / she has had, 
> which in turn, generates more customers for the company.
>
> Actually, this is one of the concepts that made me invest in a Ten Tec 


So where do the 'better for business' and 'problem for customer' curves 
cross?

In otherwords, for what percentage of customers should a business 
generate problems, assuming the
goal is to resove these problems graciously in order to obtains a 
'competitive edge'?

-Bob