There was a knock on the door, and Joe peered through the opening — it was Bill, motioning to him. Great, Bill’s here, Joe sighed to himself. He’s the best dealer we have; it’ll be good to get out of this room for a few minutes. Joe left his executives and met with Bill next to the fountain in the hotel lobby. “Bill, glad you got in; I hope your trip was uneventful.” Bill’s eyebrows furrowed. “The trip was uneventful. But from what I just heard, this annual meeting may become a non- event — the dealers may boycott it and leave. I hear you’re going to present a program to the dealers — a program on how we should treat our customers.” Joe was part confused, part angry. “Bill, customer treatment is top priority. Yes, we’re going to focus on that.” Bill continued, “That’s not the issue with me. We all agree that customers are key; what we don’t like — what I don’t like — is you telling me how to treat customers. I have the highest customer loyalty in the dealer network — how dare you preach to me about something you don’t understand!” Joe, trying to console Bill, said, “Bill, I know you’re the best at customer treatment. I just can’t have a dealer stand up and take the lead on this — that’s my job.” Bill looked Joe in the eyes and felt it best to say nothing more. It was the 昀椀rst day of the meeting and there were too many other issues they had to deal with together — this wasn’t worth the 昀椀ght. Besides, tonight’s opening event was at the symphony — no reason to spoil it. Joe felt uneasy about the altercation with Bill but had to rush to get ready for the symphony performance. Joe’s Umbrellas had arranged for a special performance with a reception afterwards — the conductor was world renowned. Most of all, 7