Detroit-based authors Marilyn Suttle and Lori Jo Vest are focusing on dealing with difficult customers and helping businesses stand out from the rest.

In, Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan, the authors explore how to: Create a culture that values compassionate connection with customers; Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships; Form strong bonds by paying close attention to people's needs; Customize service to different market segments; Cement unbreakable customer relationships with absolutely anyone.

Go to the press kit for Marilyn Suttle & Lori Jo Vest! Authors of "Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan

"It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service." - Publishers Weekly