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Customer Service Lesson: Helping Vs. Selling
2/21/2014 1:41:38 PM
Back in 1987, while doing some weekend repairs to my first house and in need of some hardware - specifically, a hinge for a saloon-type door that was coming loose from the wall - I headed to the local Ace Hardware store. As always, the store employee at Ace who assisted me was attentive and helpful. I had brought the hinge with me, and as he led me to find the replacement parts, he struck up a conversation and asked me how I would be using the part.
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