Ignore people who tell you 'you can't' or try to discourage you.

Customer satisfaction is worthless. Customer loyalty is priceless.

The biggest reason that positive endings don't happen is because employees are trained on policies and rules rather than principles.

The best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.

You can't trust others unless you trust yourself.

There is no prize in sales for second place. It's win or nothing. The masters know this and strive for - they fight for - that winning edge.

Sales is survival, the best-prepared are most likely to survive.