Episode description
The people who directly interact with prospects and customers ARE the company to those buyers. One screw up by one person can cause them to never buy there again.
And most of these people who interact with buyers don't realize the true lifetime value of a customer. Such was the case of the pizza shop owner Art had tried to order from.
This will get you thinking about the real value of your customers, how important every interaction is, and what you can do to maximize them.