In today’s sputtering economy, when every company needs every customer they can get, properly managing those who are demanding and complaining can mean the difference between thriving and closing the doors.

To help companies manage those difficult customers, metro Detroit authors Lori Jo Vest and Marilyn Suttle have written “Who’s Your Gladys? How to Turn Even The Most Difficult Customer Into Your Biggest Fan,” and are preparing for its launch in September of 2009. AMACOM Books of New York will publish “Who’s Your Gladys?,” which focuses on managing business relationships with challenging customers.

“Gladys is the poster child for difficult, vocal customers,” explained Suttle. “With social media and all of the new technology available to consumers these days, if Gladys isn’t happy, she can quickly text, twitter and tell thousands of people about it. Our book will show readers how to manage any Gladys properly so that she tells everyone how happy she is. Once she’s getting what she needs, she can become a vocal advocate and make a huge difference in your company’s sales.”

“Who’s Your Gladys?” shares real world stories and strategies from ten companies in a variety of industries, all of which have exceptional customer service. It is targeted to both front-line employees and their management. Featured organizations include Singapore Airlines, Sky Lakes Medical Center, Paul Reed Smith Guitars, ISCO Corporation, Communicore Visual Communications, Professional Movers, ClearVision Optical and the Jack Canfield Companies.

Suttle is president of the Michigan Chapter of the National Speakers Association and has conducted workshops and keynote addresses that have been attended by thousands of participants across the United States. Vest is current managing director of Communicore Visual Communications, a television production studio in metro Detroit that has enjoyed significant increases in their annual sales, in spite of the area’s heavy reliance on revenues from the troubled U.S. automakers.

“This book is destined to be a customer service classic. Marilyn Suttle and Lori Jo Vest share proven ways to attract happy customers and skillfully manage even the most challenging ones. Through inspiring, true stories, they reveal what successful companies know about creating strong emotional connections with customers. After reading "Who's Your Gladys?" you will be able to immediately apply what you learn and measure your success so your business can thrive in any economy. If you buy just one book on customer service this year, make it this one. It will change the way you think about customers.”

Jack Canfield
Co-author of the Chicken Soup for the Soul® series

“I love this book! Every company leader and front line staff should read it. Marilyn Suttle and Lori Jo Vest have created an easy to follow road map for success by documenting how you can manage the difficult people and stressful situations in your business so that they can help you make more money, gain repeat customers, and stay relevant in any economy.”

Dr. Tony Alessandra
Keynote Speaker & Author of The NEW Art of Managing People and The Platinum Rule

"Thank Goodness for Gladys! In today’s customer service deprived world here is a proven set of easy-to-follow ideas guaranteed to help improve your organization. This eye-opening book is sure to be on every business’s ‘recommended reading list’ for years to come!"

Rick Jakle, Chairman of the Board of Sherman Health Systems, founding director of First Community Bank, Elgin, owner of radio stations from Chicago to Las Vegas.

“This book is filled with innovative insights sure to provide "light bulb moments" to even the most experienced customer service provider. Marilyn Suttle and Lori Jo Vest introduce "I-can-use-that-today" approaches that have the power to turn unhappy customers into 'lifelong loyals.' You'll want to buy a copy for everyone in your company. Read it and reap."

Sam Horn, author of Tongue Fu! and POP!

"This book is full of valuable lessons from real life examples. One lesson after another - there isn't anyone or any company that can't come away with at least a dozen strategies to implement after reading this book."

Shep Hyken, author of "The Cult of the Customer"

"If you are not reading and applying Marilyn and Lori's book on how to capture and keep the best customers you are not growing your business. It is as simple as that!"

Thomas J. Winninger, America's Business Make Over Specialist, President of Winninger Family Companies and bestselling author.

“Buy this book. It’s necessary. If you have competition, you can’t afford not to.”

Roxanne Emmerich, author of “Thank God It’s Monday!: How to Create a Workplace You and Your Customers Love”

"Excellent customer service goes beyond simple training. In this action-packed book, Suttle and Vest have dissected proven practices of brand names synonymous with customer service. Study each example, internalize the wisdom that they extract from each, and find ways to apply them in your business and life."

Dr. Nido Qubein
President, High Point University
Chairman, Great Harvest Bread Co.

“Powerful and practical tips on creating exemplary customer service in your own organization."

Randy Gage
Author, Prosperity Mind

“Quality customer service defines high performing organizations and with this book, Suttle and Vest take us inside some of the best examples of meeting and exceeding customer needs. Fun, highly readable and applicable to every business that desires to serve their customers and grow. “

Keith A. Pretty, J.D., President and CEO, Northwood University

“This book tells engaging stories from the trenches of customer service, every one offering strategies that you can use to grow your customer service savvy.”

Ford Saeks
President/CEO, Prime Concepts Group, Inc.

“In their new book, Marilyn Suttle and Lori Jo Vest examine the complexities of the relationship between corporations and consumers. By offering examples of stumbling blocks and solutions, they break down the barriers between the two sides and offer practical, humanistic and attainable ways to make the relationships win-win. This is an invaluable how-to book for anyone looking to incorporate successful human interaction into complex business relationships.”

Raz Ingrasci, President & CEO of the Hoffman Institute Foundation

"Many companies think they deliver great customer service. This book will remind you that there is a lot to learn. It is filled with great company examples and strategies you can use immediately. Start reading this and begin a new journey on creating world class customer service!"

Lisa Ford
Author of Exceptional Customer Service, Business Speaker on Customer Issues

“We have all had ‘Gladys’s’ in our lives and too often we get hooked and react in a less then positive way. In their book Marilyn and Lori have given us real life stories and specific action ideas to see both our internal and external ‘Gladys’s’ as unique human beings, not just as an inconvenience to be tolerated. From the foundation of a culture of caring, the organizations they write about have developed easily adaptable strategies and techniques to serve their customers in ways that make them feel special. This is a thought-provoking, ‘how-to’ book about creating extraordinary, caring customer EXPERIENCES wherever your workplace may be!”

Barbara Glanz, Professional Speaker and Author of “The Simple Truths of Service Inspired by Johnny the Bagger®,” “CARE Packages for Your Customers,” and “CARE Packages for the Workplace.”

Bravo. Sometimes it all comes down to common sense: as customers, we want to be treated with respect and understanding. In writing Who’s Your Gladys, Lori Jo Vest and Marilyn Suttle have reminded us that business is really about people serving people. In these tough times, the company that can provide an uplifting and empathetic customer experience will surely differentiate itself – and win! Buy this book for everyone who touches customers, and more important, buy it for your senior management!

Christine M. Donohoo, President, Donohoo Strategic Advisory, former Chief Communications Officer and Group Executive Officer for Membership, AARP

“Who’s Your Gladys” is a powerful and inspiring guide for creating enviable customer service and lasting relationships with your customers and staff.

Stephanie Wolf, CEO, SportsMind

"A great story, a great lesson, a great book!"

Greg Godek, author of "1001 Ways to be Romantic" and "How to be Mildly Brilliant"