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Title: Written in '87, still relevant!
Review: As I finish the last chapter in this book I am amazed at how relevant this book is to our business situation in 2011, given that the book is copyrighted 1987. As our large corporations continue to build impersonal systems to help "consumers", small business can counter this trend in providing relationship based service to their "customers". Powerful insights are in each chapter providing the entrepreneur real-world examples and advice that can be applied almost immediately. I am going to be buying more copies of this book. It is a gem worth reading!!
