It is easy to spot businesspeople who follow the Rule of Gold. They are often very good at selling but very weak in customer service. Their products are made as cheaply as they possibly can be. They don't honor their refunds - or they just barely honor them - and they pride themselves on creating profits by cutting costs.
If you could hear these entrepreneurs talking privately about their customers, you would think: "Gee, I'm glad I'm not buying from them. They see customers as either suckers or enemies. When they make speeches - even public speeches - they speak about business as if it were a battlefield."
Business should not be like war. It should be like love, like loving your neighbor.
Remember, most of your profits will come from back-end sales, which means that the easiest way to grow your company is to develop good, long-term relationships with your customers and produce really good products for them.
Michael Masterson
From Ready, Fire, Aim
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