Subscribe to Entrepreneur for $5

Staying Power

Zero defections strategy keeps customers coming back

This story appears in the July 1997 issue of Entrepreneur. Subscribe »

Goldmine Software Corp. doesn't have to take back product bought by a retailer, but odds are they will. If customers demand weekend delivery of a shipment--even at GoldMine's expense--better listen for your doorbell Saturday morning.

"Words like `It's not our policy' or `I can't help you' are words we avoid here," explains Jon Ferrara, executive vice president and co-founder of the 80-person contact management software company in Pacific Palisades, California. "We do our best to empower the people who are touching the customer to resolve issues to the customer's satisfaction."

Continue reading this article - and everything on Entrepreneur!

Become a member to get unlimited access and support the voices you want to hear more from. Get full access to Entrepreneur for just $5.

Get 3 months free with code zendesk

Presented by Zendesk

Champions of Customer Service zendesk

Entrepreneur Editors' Picks