I was recently in Vancouver with my wife to see Justin Timberlake, I know, don’t judge.  I may or may not have a little man crush here. While visiting different cities, I love to go shopping.  Not to shop so much as to explore and see what various cities, districts and malls are doing to…

Last time, I spoke about taking the long view with difficult customers, and how it is critically important to keep in mind the lifetime value of the customer when you find yourself in an uncomfortable situation. However, that doesn’t mean that you have to let a customer walk all over you and treat you poorly…