On a business trip to the San Francisco Bay Area, I rented a car from Hertz and within an hour had an 'incident' when a pine-cone fell and landed in the windshield...  Destroying the windshield and rendering the car unsafe to drive. I made 4 phone calls to 4 different locations and each representative I spoke with insisted that they were not able to help me and that I needed to call someone else. This 'pass the buck' mentality is rampant in businesses and is a sure-fire way to leave customers with a bad taste in their mouth and kill their chances of repeat customers. So what is the 'correct' way to handle this kind of situation? ...Or any customer service situation, for that matter? With compassion, kindness and by taking ownership of the situation to be sure that your customers feel appreciated and taken care of. Upon returning the car, I was able to get in touch with the manager of this location to explain my experience... He was frustrated to hear about my situation and how poorly the other representatives of the company took care of my needs. His concern and assistance was appreciated after days of having to borrow a car from a family member to 'get' what I ultimately paid for from Hertz. So in your business... It is vitally important for you to ask yourself... "Am I offering excellent customer service, every time? It does not matter whether you are selling a $17 ebook, a $1000 coaching session or anything in-between. You need to stand behind your offer and your products to make sure every customer who uses your services is happy so you can increase the chances of increasing your lifetime value of each customers by turning them into a return customer! https://www.youtube.com/channel/UC7RZRFCrN4XKoMsy5MgJKrg