Jack Mannix, president of Jack E. Mannix & Associates, recounts how the general manager of a car dealership used a bad experience to lead his staff into displaying exceptional customer service and creating a loyal client in the process. "Today, there are so many examples of customer apathy, but it takes relatively little effort, time or expense to convert an average interaction or sale into a memorable experience that your clients will talk about for months or years to come," Mannix writes.

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