How many times has one of your customers approached you with an issue or a problem? For instance, “I purchased this product from you and it does not work.” Or, “I thought this product had feature X, but I found out it doesn’t and I want to return it.” Or possibly, “You told me my order would arrive on Wednesday and it came on Friday.”
Situations such as the ones I have described above happen every day in American business. Often, we find ourselves threatened or at least....