One firm's loss is another's gain

Good news for savvy businesses: Customers who walk through your doors unhappy with another firm's service can be won back with simple gestures of goodwill.

Saying sorry really does cost nothing

(PhysOrg.com) -- Economists have finally proved what most of us have suspected for a long time - when it comes to apologising, talk is cheap. According to new research, firms that simply say sorry to disgruntled customers ...