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The Service Solution

Give new meaning to the phrase customer service.

This story appears in the March 1998 issue of Entrepreneur. Subscribe »

In my travels, I've noticed there are two very distinct schools of thought with regard to the treatment of customers. Salespeople today walk into presentations with one of the following mind-sets: the I'm-here-to-sell-you mind-set or the I'm-here-to-serve-you mind-set.

The sell-you mind-set has been around for about a hundred years: "We are making as many products as we can for you, and we intend to sell them to you as fast as possible, for the highest possible price. Then we're out the door. So whatever you do, don't complain or ask any questions. We know you're sort of dumb, so it's easy to wow you because you can be talked into anything."

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