不管我們知不知道，喜不喜歡，客戶服務是每個人生活中的一個重要部分。即使一個人沒有自己的事業或根本不用給別人提供服務，我們也不斷地把自己賣給自己的追求，不管那追求是什么。
Truly successful people are master manipulators in their field; at least that’s what most people would attest to. They sit and strategize for hours, plotting their way to their clients’ satisfaction. If success is a function of manipulation, then what is manipulation, anyway? A warm smile? An occasional joke? Making a client feel that his or her needs are important? That may be manipulation in its own right, but we may just as easily conclude that those are all merely attempts to create lasting and fulfilling relationships with clients.
真正成功的人在自己的領域都是個操盤手，至少大部分人都證明是如此。他們坐在那里策劃數小時，只為謀劃如何讓顧客滿意的方法。如果成功是可操縱的，那操作方法是什么樣的呢，到底?一個溫暖的微笑?一個應景的笑話?又或許是讓客戶感到他或她的需求受到重視?可能就在于操縱過程本身，但我們或許能輕松地歸結出：那些僅僅是希望與客戶建立持久和實質性關系的嘗試而已。
Unfortunately, we tend to embrace the bad manipulation as much as we do the good. This can mean twisting the truth, delivering below reasonable expectations, and selling out to something outside of our personal values. Fortunately, many people can see through this.
可惜，我們對于壞的策略和好的策略一概接受，這就導致了歪曲事實、達不到顧客合理預期的夸海口和違背個人價值觀等諸如此類的事情。幸好，許多人是能夠分辨是非的。
What are you left with when you remove the white lies, evil tactics, and unethical behavior? The answer is — real tactics that work. If you manipulate without performance, you will not only loose the clients that you already have, but you will relieve yourself of those potential clients that supportive and satisfied clients refer.
不利用那些無惡意的小謊言，鬼伎倆和不道德的行為，我們還剩什么呢?答案就是--- 真正管用的戰術。如果你只會操縱陰謀詭計，而沒有實際成就，你不僅會疏遠已有的客戶，而且會失掉那些潛在的客戶和忠實客戶的參考。
“The goal as a company is to have customer service that is not just the best, butlegendary.”---Sam Walton
“作為一個公司，其客服目標不止要做到最好，而且要成為典范。”---山姆•沃爾頓
