One of my little non-technical pet peeves in life is poor customer service. A long while back while working at a booming consulting firm in the ‘.com days’ (which later imploded of course) the company routinely brought in different types of speakers. Some for motivation, some for sales training (anyone who can tell me who ‘peel the onion’ comes from wins a gold star), etc. One that stood out was from Jeffrey Gitomer. He’s probably more famous for his book Little Red Book of Selling, but at the time he also spoke to our entire staff (non-sales, developer, etc.) about...