![The Customer Thinks You Charged Too Much. What Happens Next?](https://cole-pumper.imgix.net/https%3A%2F%2Fwww.pumper.com%2Fuploads%2Fimages%2FJim-Kneiszel-2009_180904_115306.jpg?crop=focalpoint&fit=crop&fp-x=0.5&fp-y=0.5&h=620&ixlib=php-1.1.0&q=75&w=1024&s=e0651578159da56acbcddba6fe788288)
Contact Jim with your comments, questions and opinions at editor@pumper.com.
You know the feeling in the pit of your stomach when a customer calls to complain about your bill? The customer’s voice is raised on edge; he or she might toss in a few curse words for good measure. This catches you by surprise, and for a moment you are tongue-tied and unsure how...