Feature Article - September 2005

A Field Guide to Patrons

Tips for keeping customers happy

In the mighty jungle, a run-in with a wild animal is certainly cause for alarm. But customers are rarely so treacherous. Even a customer with his claws out can be tamed with some thoughtful diplomacy and understanding. Here, we define the types of customers you're most likely to encounter and how best to turn their growls of anger into purrs of satisfaction.