How to Respond to Complaining Customers

Not long ago, we were served with what you could call a class-action suit. The work of one aggrieved member claiming to speak for many others, it came via e-mail rather than the courts — which was good, because frankly, we wouldn’t want to see our fitness instructor who overslept and missed the member’s group-cycling class up on the stand, begging for mercy.

You can afford to joke when the court is virtual.

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