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Zen Jeweler: Falling On Your Sword

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I have a theory. The best clients can often be made from the biggest mistakes. Penicillin was a mistake, Velcro was a mistake. So was the day I took in a broken wedding ring from a stranger, and sent it to the wrong manufacturer. Three weeks later it came back, and I hurried it off to the proper company, where they replaced it at a cost of 10 times what I'd told the client it would cost. I charged the small amount I had promised, and two weeks later the other spouse's wedding ring broke, same spot. Now we were experts, and as a courtesy, I didn't charge any more for the second repair than I had for the first. Dumb, huh? 
 
They later returned and bought his-and-hers watches for $10,000. Do you think they would have if I'd been tough about the repairs? 
 
More clients' hopes are dashed at the repair counter than anywhere else. Stay tough there, and it will cost you more than you think.

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