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As leaders, we tend to think in terms of perfection. Our goal is typically to design systems that help us avoid errors and mistakes. That’s especially true in engineering and science-based disciplines like brain and rocket science–areas where you really can’t afford to make a misstep.
But when it comes to servicing customers, it’s likely that you and your team will screw up. And the good news is that this might be just the kind of opportunity you were looking for to build loyalty.
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