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If an unhappy customer is complaining to you, it means they’re still in the game — they still want to do business with you.

In a clip from the latest episode of Cracking the Code, Mark Matteson explains how to actively listen and connect with that unhappy customer — and keep their business in the process.

This clip is excerpted from this week’s episode of Cracking the Code. Visit egia.org/Show to watch the full show, before it goes in the members-only archive on April 30.