Suttle, M., & Vest, L. J. (2009). Who's your gladys: How to turn even the most difficult customer into your biggest fan. Astha Publishers and Distributors.

Suttle, Marilyn, and Lori Jo Vest. Who's Your Gladys: How to Turn Even the Most Difficult Customer into Your Biggest Fan. New York: Astha Publishers and Distributors, 2009.

Suttle, Marilyn, and Lori Jo Vest. Who's Your Gladys: How to Turn Even the Most Difficult Customer into Your Biggest Fan. Astha Publishers and Distributors, 2009.