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The Customer Rules

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1.
10 points
When being a copycat, you don't have to be the first or the biggest, you only have to be the _______.
2.
10 points
Businesses live or die based on their _______.
3.
10 points
When Lee's grand-daughter, Margot, says the first rule is to "Be Nice", Lee realized great service is not just about what we do; its also about what we _________.
4.
10 points
Remember, role modeling is by far the best teacher, and you are being watched every second of every day.
5.
10 points
Professionals are always in control of ________.
6.
10 points
Lee quoted Bill Marriott saying "Keep it clean and keep it friendly, and everything will work out just fine."
7.
10 points
The acronym "ARE" stands for appreciation, ________ and encouragement.
8.
10 points
You win customers One at a time and lose them a _______ at a time.
9.
10 points
Rule #28 explains the difference between needs and ______.
10.
10 points
Don't make promises, make _______.
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