Do you have any “friends” who call only when they want something? Are they your favorite people? Do you contact customers only when you’re asking for their money? Or do you keep in touch for other reasons? Do salespeople call on you only when they want you to spend money? What if, instead, they called […]

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You’re already aware, I hope, that each and every employee of your company is a “customer service representative,” no matter what the job description says. Read this terrific customer-service story, and then consider the two questions at the end. “I ordered a child’s learning laptop computer for my daughter Mallory for Christmas through Amazon.com,” says […]

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