If denying a customer's request results in losing their goodwill, the worst that can happen is that you can lose their business.

Question

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It is true that losing a customer's goodwill can result in losing their business. But since customers are likely to tell twice as many people about their bad experiences as their good ones, bad word of mouth can jeopardize the business of their friends and colleagues as well.

If Denying a Customer's Request Results in Losing Their Goodwill