The preamble to the US Constitution begins, "we, the people..." I believe we, the people, are who make the difference. I am not trying to impress you, but impress upon you, the impact you and your people have not only on the customer, internal and external, current or potential, but the bottom line as well. The interaction anyone has at any level with your employees, including you, gives any customer an opportunity to make a judgment about you, your company, all companies like yours. And in today's world, customers are a click away to your competition. Don't let that happen!