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Business


Tuminello The Client Coach
How to build strong business relationships
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May 8, 2001

When bad things happen to good projects

By RANDY TUMINELLO
TrustBuilders International

How do you turn a breakdown into a breakthrough? This is important since recent research indicates that breakdowns can bring in big bucks. Several studies show that clients who experienced problems and resolved those issues quickly were more likely to continue their relationship than clients who experienced no problems!

While I’m not advocating that you go out and deliberately cause mishaps to create recovery situations, I am suggesting that the opportunity to turn a breakdown into a breakthrough has the potential to create stronger client relationships. Here’s a case from my own experience.


 
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