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The Thin Red Line: A High-end Customer Service Parable

(The following story is true. The names have been changed to protect the innocent ... and prevent the guilty from suing.)

Meet Mark, the friendly customer service representative at a car dealership that shall remain nameless. Needless to say, it’s one of the top five “luxury” brands, where brand loyalty is incredibly high.

Now, meet Stella. Stella is one of my friend’s mothers. She’s fiercely independent, older but not ancient—in her mid sixties—and appreciates the good things....

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