Great profile in Canadian Business Online of an entrepreneur named Danièle Henkel who signed a distribution deal for an expensive therapeutic-massage machine that previous buyers were very upset with because of poor after-sales support. Henkel would literally call previous buyers to talk to them, only to have them hang up the phone before she could continue. What seemed like a big mistake, Henkel turned in to an opportunity to win over former clients and turn them in to raving fans.

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