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One of the greatest disappointments is seeing our industry staying at least five years ahead of the customers in regard to new processes, methods and practices; then after it becomes [an] old hat to us, the customers are starting to grab hold of it. But by then, many of the same companies are having to deal with layoffs or closings—only because we did not all work together to educate the clients and make the change happen together. If we don't keep clients informed as well as we should, then we are doing a disservice to everyone in our industry.
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Melissa Busch
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