Change yourself first; customers will follow 

I met Alice Heiman, as I have done so many serendipitous things, online. (Longtime readers of this column will know that's how I met my husband.) A sales coach -- whose background is in sales training, so she has "trained the trainers" -- she is based in Reno, Nev., where she offers some of the best advice for salespeople I have ever seen.

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