Say “no” and make your customers as smart as you are

Written by Matteo Cassese

Seth Godin’s “No” and Kevin Kelly’s “Make customers as smart as you are” are precious guidance for whoever is in a service role with their customers. It’s important to provide more value in all our business relationships by being more clear and transparent – and “no” is very useful to be clear – and to transfer the most possible knowledge to our customers – even if it means that in the future he may not need us anymore since we have transferred all we know.

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