When times are tough, argue entrepreneur Suttle and manager Vest, it's the companies with exceptional customer service that survive. The eponymous “Gladys” represents the company's hypothetical most challenging client—the one who requires a high level of skill to manage. Using the stories of 10 diverse companies—the Canfield Training Group (of Chicken Soup for the Soul fame), Singapore Airlines, a polyethylene piping product supplier, a spa, an eyeglass distributor and a medical center among them—the authors show companies how to win over “Gladys,” develop strong client relationships and deliver the superior service that will help them through an economic crisis. It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service. (Sept.)