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5 minutes

That’s how long I wait.

After that I’ll leave the call and write a note asking if anything got in their way.

I always give a second chance. But not a third.

Fortunately, that rule is rarely needed.

How do you handle late comers and no-shows?

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Managed Dissatisfaction

Did you know that Blockbuster used a business model called managed dissatisfaction? E.g. late fees were a major contributor to Blockbuster’s DVD rental revenue. At

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