I agree customer service is important and seems to have disappeared from this country. However, you could argue that customer service is a tool for your business and that the author (although suggested spending on your salesforce) indirectly implied investing in customer service because your sales reps are often the face of your company. I took it as a more general idea that investing in your business is a good way to spend money rather than on expensive ad campaigns.
Just joined today, but have all ready read a lot. There`s a lot of really useful information and great ideas here. Here`s a small contribution, but there will be more to follow. It`s just an article on how to help your sales force. Kinda hit home for me since I am located in Florida just like the author. Enjoy: http://thequotingcoach.wordpress.com/2009/06/03/now-is-the-time-to-improve-your-sales-quoting-process/.