For generations, commerce has been shaped by a guiding principle: “the customer is always right.” Today, difficult customer interactions are seeing a recent spike for a variety of reasons. In a service industry facing the new reality of our times, maintaining a positive environment by managing customer behavior is a focal point. Against this backdrop, Monique Richardson wrote “Managing Difficult Customer Behaviour: A Practical Guide to Confident Conversations.” Today, she provides real-world insight on wrangling unruly visitors.