You know the feeling in the pit of your stomach when a customer calls to complain about your bill? The customer’s voice is raised on edge; he or she might toss in a few curse words for good measure. This catches you by surprise, and for a moment you are tongue-tied and unsure how to respond.
This isn’t the type of call you receive often. In fact, most of your customers love you and wouldn’t think about questioning your bill or your business ethics. You’re a straight shooter and an honest business owner in your community. So in the face of
