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....

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