We all work hard to attract even one paying client. In fact, we work hard to attract serious inquiries. Yet amazingly, many business owners seem determined to drive away business! Every example cited here is based on true, thoroughly documented experiences, with both newbie business owners and five-star marquee players.

1. Defensive plays. Client tries to order a product, only to be thoroughly buffaloed by a confusing form. Client writes a complaint, expressing frustration. The business owner writes back, "I have written five best-selling books on customer service, so I know what