On loyalty

Scott’s right on this one. Why do you think auto recalls actually help business?

By analogy, restaurant owners know that the most loyal customers are the ones who had a complaint that got resolved to their satisfaction. People are usually more invested in the fix than the complaint. If a restaurant gets the fix right, the customer bonds for life. Trump got it wrong with abortion penalties, but his fix was swift and unambiguous. Voters notice the fix. And they bond to it.

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