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... problem. I know one business owner who took the art of NOT listening to new heights. A manufacturer conducted satisfaction surveys of its retailers' performance, and this owner got the surveys routed to him before the manufacturer. Beset by tremendously negative replies on the surveys, he had his office manager white-out the negative replies and replace them with compliments. The manufacturer eventually discovered the ruse and yanked the franchise. Had this owner listened to the customers and instituted policies to improve performance, he would still be in business. Just recently I experienced two separate instances of mistreatment by retail establishments. I wrote letters to the manager of each business, their corporate offices and, in one case, the licensor. In the case of the licensee (a cellular phone chain), I never got a ... if they could have the opportunity to set things right. I agreed, and one of their representatives came to the office and resolved the problem. They not only retained me within their cellular network, but sold me the new equipment I was going to buy from the licensee. One listened, one didn't-and thus one won, and one lost. The other instance really surprised me. A major restaurant chain (I hate to mention names, but it's spelled C-O-C-O- S) failed to listen to a complaint and lost this customer over nine cents. The incident was ridiculous, but to me, who spends a lot of time on marketing and communications, it was a matter of principle. While paying for dinner, the cookie display caught my eye and I said to add one to my ...

...scovered the ruse and yanked the franchise. Had this owner listened to the cus...I haven't spent any money in their restaurants since then. Most insurance prof...

... largest accounts. I call these 'franchise accounts.' Most producers have a sm...