Customer retention starts in the field

摘要

The plumber dropped so many swear words, I finally got up and reminded him that while I understood it could be frustrating working on an old mechanical system, women worked in our office and could hear him. He said he wouldn't use any foul language again. Darn tooting! Once the call was over, he won't get the chance. As much as I might like the owner, I'm unlikely to risk letting this guy, or someone like him, deliver a repeat performance in my home or business.