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Last week I talked about creating delightful experiences for customers. But I have to be fair and admit that there’s a flip side as well.

This came to mind just yesterday when I got a new tool for my woodshop. The tool is great, although the assembly instructions weren’t as uniform in their detail as I would have liked.

Then I came to the registration card.

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SOME DAYS YOU WONDER if it’s even worth getting out of bed.

Yes, frustration happens. Customer problems. Employee problems. Inventory screwups. The bank called. That lovely notice from the IRS.

This kind of stuff can send you into a serious tailspin. For weeks.

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