Recently, I vented to a friend about a series of interactions I had during the previous week, which had demonstrated the declining level of civility and courtesy in America. I asked, rhetorically, “How can people think that’s an acceptable way to act?”

My friend, who also consults in the customer service field (Kate Moon of Moon Consulting), replied: “Three words explain why: RAISED BY WOLVES.”

While her comment brought a major guffaw and diffused my frustration, it speaks of an important issue I believe many business owners and managers aren’t willing to face.