In continuing our discussion of Calming Upset Customers, this article includes insights from two Tuchman Advisory Group members. Anni Lundy, Director ~ Memories Gown Preservation ~ Houston, TX said, “We get our fair share of complaints on a weekly basis coming through our customer-service department. We produce a high volume and our customers are brides. The standard of perfection the American bride holds regarding her wedding gown is far beyond her favorite sweater. Most are