National Wholesale Co. was well-prepared long before its founder’s passing

By Paul Miller

Let ’em Vent, Then Help Out
As for unhappy customers, Smith also taught Swann “to keep my mouth shut if they’re screaming about something. Then when they’re finished, I ask what it will take to make them happy,” she explains. “You’re always inclined to interrupt and say, ‘Here’s what happened.’ But my father always reminded me to let them pour out their hearts first.”