Image by Getty Images via @daylife It’s an easy dismissal -- a client stumbles over words and technical meanings, fails to name the source of his (growing) frustration; you listen, distracted. His tone doesn’t impress. His complaints don’t concern. He is just one of the thousands you’re forced to deal with each year: who didn’t read the instructions and didn’t follow the rules. Your job is a tribute to public laziness and you offer it the apathy it deserves. That apathy proves damning, however, when the client turns suddenly angry -- tired of being ignored, of being … [Read more...]