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Client shocked by notice of insurance premium increase.  If you have a client who contacts you to discuss the rate increase they found, you’ve already lost. (Photo: Shutterstock)

If Verizon increases my cell phone bill by $5/month, I’ll get upset.

There are a few things they can do when I call up:

  1. Explain the additional value that I’ll be receiving for my $5.
  2. Apologize but explain why they have to due to unavoidable costs.
  3. Credit my account the $5 to keep me as a client.

All of these might keep me as a client but none of them will leave me feeling good about the company. Why? Because I had to call them!

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