Facing a Touchy Discussion About a Risky Subject? Here Are Some Guidelines to Follow.

Talking to customers about risky topics is challenging. Effectiveness starts with establishing trust and showing the other person genuine compassion.

I had waited months for a March trip to Florida to meet my brother for some fishing on the Gulf of Mexico. I had my plane ticket. My brother had booked a couple of charter outings. Winter was dragging on. I could hardly wait to head south.

Then, a few weeks before the day of...

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