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.
Rajan is the founder and Editor-in-Chief of BIG Marketing for Small Business. He's an award-winning marketing strategist who is passionate about branding, digital marketing and social media. He spent nearly a decade as the marketing executive at global IT firm Peer 1 Hosting and was instrumental in their explosive growth.