There are 6 rules here, and with text like "In the end you won’t get nothing out of a confrontation", I find this quite hard to read and take seriously. There may be some gems in here, but it's in need of editing.
Hi Paul, probably a bad translation as my mother tongue isn't English ;) About the 6 rules, the last one isn't really a rule but an additional point. Maybe I should separate it so it doesn't creates confusion.
I have found you really just need one rule: Care about the customers problem. Just care. It is important to be clear that you can't fix every problem. It is also important to fix the problems you can... but I have found that whether you fix the problem or not, you will win customers over if you actually just care about them and their problem.