View this online Hey Reader, "You ruined Christmas!" The customer's words stung. Rationally, I knew I hadn't ruined her Christmas. It wasn't my fault that the shipper botched the delivery, a delivery made more difficult by a blizzard. It also wasn't my fault that she pinned all her holiday joy on a single gift that hadn't arrived in time to make it under the tree. Her words still stung. You and your team might have experienced a lot of Scrooges in the past week. It all adds up and makes...