Two weeks ago, I was talking to a friend who owns a busy Chicago restaurant. It was right at the beginning of a dinner rush. A distributor sales rep, or DSR, from a well-known company stepped between us. “Sorry to interrupt,” he said to the owner, “but I just wanted to say thanks for switching your appetizer business over to us and buying those 20 cases of pot stickers. I really appreciate it.” My buddy smiled, shook his hand, said, “My pleasure,” and the ...

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