It Pays to Ask
by Mary Jane
Mapes
A paper salesman for over 40 years, Frank remembers the day when he was
selling paper to butcher shops. The meat wrapping paper his clientele purchased could be
customized with a message of their choice. One of his clients handed him a paper with the
message he wanted to appear on his wrapping paper. A word had been misspelled. The person
in charge of printing the butcher's paper noticed the error, and made the decision to
correct the butcher's spelling. When the butcher received his paper, he was furious. Why?
Because he had intentionally misspelled a word so that his customers would come back and
tell him about it...thus giving him another opportunity to build a personal relationship
with his customers.
The message was clear. Before assuming customer expectations, it is important to ask.
©Copyright 1999-2006 Mary Jane Mapes All rights reserved.
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