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Michael J. Silverstein: "Selalu sambut cemoohan pelanggan Anda. Aturan...

"Selalu sambut cemoohan pelanggan Anda. Aturan ini mengatakan membaca surat pengaduan. Kategorikan mereka. Putuskan bagaimana Anda akan memusnahkan mereka."

--- Michael J. Silverstein

Versi Bahasa Inggris

Always welcome your customer's scorn. This rule says read the complaint letters. Categorize them. Decide how you are going to wipe them out.