Two important pre-reading notes: Before you choose to read or not read this article, let me make two things clear: Everyone has Customers – even if you work in an internal staff department in a large firm, you have Customers. They are the people you to whom you provide work. And second, don’t be put off by the term Customer. Maybe you call them Clients, Students, Patients, or (heaven forbid!) Users. If one of those words works better for you, read that word every time you read Customer. Now that I have eliminated your reasons for not reading, please continue …