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Marilyn Suttle & Lori Vest - Who's Your Gladys?

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Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan by Marilyn Suttle and Lori Jo Vest, foreword by Stewart Emery. Marilyn & Lori drop by to read an excerpt from this fascinating nonfiction book. Every customer-oriented business has its own Gladys—someone who demands more than most companies are able or willing to give, one who pushes front-line service representatives' buttons, one who requires a higher degree of skill to manage. Filled with inspiring real-life case studies, Who's Your Gladys? reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. Find today's guest at: www.WhosYourGladys.com -&- the host at: www.brummet.ca