Customers For Life by Carl Sewell

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…customers. Borrow their ideas and use them to better your systems. You must be afraid to tweak these ideas so as to make them even better, nobody says you have to go directly by the book. Some of the most successful business people today have gotten there by bending the rules to get ahead. Mr. Sewell is quick to point out that these rules are absolutely worthless if your business is not making a profit.