It’s that special season again: the season of crowded stores, whiny kids, irritable customers, and stressed-out employees. And when fuses are short and wallets are shrinking, customers expect great service, says author Maribeth Kuzmeski. Fail to provide it, or fail to instantly implement a recovery plan on those occasions when you do drop the ball, and you may find yourself experiencing a not-so-merry 2011. “Every business owner knows things will go wrong from time to ...

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