Your Next Customer May be Undercover Sherron Stevens is a young entrepreneur and author. He wrote the digital book "Undercover Customer: 100 Ways to Fix Your Broken Customer Service". While writing the book, Stevens was putting himself through college by working at Chick-fil-A and a local Ohio pizza chain. Working on the front-line in these companies put him in constant contact with customers. While conducting research for his book, Stevens found that nearly 70 percent of customers will not go back to a business if they had a bad experience there, and, on the other side, 70 percent of the patrons would pay more for quality customer service. He also found that, on average, if a customer did return to an establishment that previously let