Your business reputation depends on your employees' ability to recover unsatisfied customers. No one enjoys being confronted with an angry customer, but we all understand the importance of conflict resolution for positive word of mouth and the future business. From receptionists to owners how many of your employees have been trained how to handle these sensitive situations? When confronted with these "uncomfortable" moments it is no time to be "HAP"-hazard in your approach. HAP ("Handling Angry People") will provide you with a system to cool customers down because you can't fix the problem until you fix the person. Your newly acquired knowledge and confidence will not only be effective with customers, but also co-workers, vendors, neighbors, spouses, and teenagers (well...maybe not teenagers).

Some of the topics Mark Adamson covers include:

-Why it is important to "stay in touch" with customers
-What Mark's definition of an angry customer is
-Why dealing with angry customers is important to a business
-The DO's and DON'TS of working with angry customers
-Why the DON'TS are as important as the DO's

Adamson is convinced that there is no business like snow business. After living in the south for half of his career, he found a great reason to move back north...snow. He had been involved in the Green Industry for more than two decades with John Deere Company before dedicating himself to the "white" industry.

Adamson obtained his MBA from Duke University with an emphasis in marketing.

For the last nine years Mark has been the Vice President of Sales and Marketing of Douglas Dynamics, leaders in snow and ice control and manufacturers of Western, Fisher, Blizzard, SweepEx, TurfEx and SnowEx brands. He currently resides in Milwaukee, but with additional locations in Rockland, Maine, Madison Heights, Michigan and numerous customer visitations, it is rare to catch him in the office. He is a member of NTEA, AMA, APWA, ASCA and currently serves on the Board of Directors for SIMA, Snow and Ice Management Association.