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Arthur Gold grew up in retail in Brooklyn, New York, attended Stuyvesant High School and was graduated from Columbia University with a B.A. in Computing Science. After more than a decade in Information Technology, he was pressed into service running the family retail business for several years. Throughout much of the 'nineties, he spent much of his time at the University of Texas doing additional course work and participating in research as a guest of the Department of Computer Sciences. Now, after a stint as a Full Time Father, he is starting up Another Set of Eyes to help businesses do what they do -- better.
There are two kinds of customers for any given product, the ones who want to make sure they get the right item and the ones who always want to make sure they get the best possible price. Once you have the former, they're yours to lose. The latter, on the other hand, will flee in a heartbeat.

Which are worth cultivating? How can you best do it?		 No matter how hard you try or how good your staff or how well crafted your process, you're going to make mistakes. Everyone does. The key is to rectify them. Quickly.

Every time you make one of these mistakes you run the risk of not only losing a  single customer but losing the opportunity to gain many others. People talk -- as they should.

Repairing such situations with grace -- and as soon as possible -- may redeem much of your goodwill.

Do you think it may be worth it?