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The Counter Never Lies examines the gap between what a business thinks it's delivering and what customers actually experience. Using two contrasting service counters, it follows everyday situations to show how problems develop, how employees respond, and how customers form their opinions. Drawing on four decades in sales and business, Milius covers customer service, communication, accountability, and leadership, focusing on what happens after a promise is made. It's a practical look at execution and follow-through.
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