Your company sells manufacturing equipment, and a new machine had a control problem that affected about 20 percent of customers. The problem was written about in several magazines before your company fixed it. The problem turned out be a software glitch that could be fixed by downloading a patch from your company Web site, which could be done by customers.
How would you deal with this problem if a customer brought it up?
How would you respond if a prospect brought it up? Once the patch was written, what would you do?
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