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A travel agency had given excellent service until one of the agents messed up badly.

The customer, James, went elsewhere, but two or three years later reflected on how well he had previously been treated by the firm.

James and his wife decided they should give the firm another chance, but made it clear they did not want to deal with the person who had caused them to go elsewhere. So the owner and the clients went out for a cup of coffee.

Unfortunately, the owner talked non-stop for almost the entire time, leaving his former customers frustrated. They never returned.

You learn more by listening than you do by talking.