"I employ 25 sales executives in my companies. I am trying to instil in them the thinking that their role is not to sell anything, but to solve a customer’s problem. Whether it be the expiry of a maintenance contract, a new family member on the way, an accident etc., they are helping the customer solve a problem. I must congratulate you on the way you are trying to “solve my problem”, including helping me decide on what plane to buy, contacts for insurance, connecting me with experienced pilots who can advise me what my next steps are. Buying a plane is not just buying a machine, it’s complicated (certainly for me). You haven’t hesitated to help me because you understand that helping me solve these problems is the way to “sell” me the plane."