You are welcome to use any of the articles at the links below on your blog or in your publication, provided you include all of the text that accompanies each article. In official language:

Permission to reprint articles by Marilyn Suttle and Lori Jo Vest is hereby given to all print, broadcast and electronic media provided that the contact information at the end of each article is included in your publication. Organizations publishing articles electronically, a live, clickable link to http://www.whosyourgladys.com must also be included with the body of the article.

Additionally, please mail one copy of your publication to:
Suttle/Vest, 22203 Antler Drive, Novi, MI 48375

1. Permission to reprint articles by Marilyn Suttle and Lori Jo Vest at no charge is granted with the agreement that:
• a. The article bio be included following each article used.
• b. One copy of the publication in which the article is published be provided to the authors.
• c. * A fee per article will be expected for articles published without the closing bio and contact information; $300.

2. Permission is also granted for reasonable:
• a. Editing of content and industry specific example exchange
• b. Article title change

Electronic publishing of articles must include a live, click-able link to http://www.whosyourgladys.com .
If you have any questions, please email to Info@WhosYourGladys.com. Thank you!

Download		Article Title	Word Count
		5 Service Excellence Principles to Propel Your Profits	1,096
		Be a Mentor (Not a Tormentor) with Your Newer Service Staff	493
		Bossy Doesn’t Work in Customer Service	636
		Customer Perceptions Matter More than the Truth	1,138
		Don’t Deflate a Customer’s Sails: Know When Rules are Meant to Be Broken	910
		Doing an End-of-Day Review is Powerful – Here’s How	509
		Grand Scheme or Minutia – What Do You Really Want?	910
		Guard Against Resentment Flu: Inoculate Your Employees with Internal Customer Service	1,409
		Heightened Stress Doesn’t Have to Lead to Lesser Service	932
		Do You Know What’s at the Top of Your Customers’ Irritation Lists?	455
		Is Your Employee Appreciation Backfiring?	1,111
		Making a Connection vs. Being Efficient	902
		How Well Do You Manage Expectations?	474
		Meeting the Six Human Needs of Customers	674
		Need More Customers? Answer These Questions to Find Out if You’re Repelling Business	823
		Personalizing the Impersonal: Where Can You Add a Touch of Fun?	510
		Do You Reward Your Customers for Paying Attention?	693
		Sometimes It’s the Seemingly Small Things that Influence a Consumer to Choose You Again	653
		Staying Focused: Here’s a Great Tool for Getting What You Want	885
		Step Away from the Telephone, Unless You Have Skills	949
		The Customer Service Ladder to Success	376
		Train, Train and Train Some More – Else They Forget	642
		Who Do You Become During Customer Challenges?	1,190
		How Do Assumptions Impact the Customer Experience?	974