Marilyn Suttle and
coauthor, Lori Jo Vest
debuting their book,
Taming Gladys, at a
SOCAP meeting at the
Ford Estate.
THE GLADYS EFFECT
Who’s Your Gladys? was
Marilyn Suttle’s first best-selling
book. Lori Jo Vest is Marilyn’s
coauthor and dear friend.
“Lori and I have been in a
mastermind group for twelve
years, and she coauthored
both of my books with me. “
Gladys represented that
meddlesome, interfering,
annoying customer. If you
can see her and treat her as a
person, not a problem, Gladys
can end up being your biggest
cheerleader and advocate.
“I use the name Gladys to
humanize the customer that
makes you want to run from
20 | Eydis Magazine
the room screaming.
Everyone has different
triggers—things that set
them off. Everyone has
a different Gladys. Gladys
is your vocal, emotional,
irritating, and difficult
customer,” explains Marilyn.
She represents your personal
challenge. She is not polite.
She has no filter for being
nice. And Marilyn teaches
that she is a gift. She doesn’t
appear that way, but she will
bring every little thing to your
attention and force you to pay
attention to details that you
have become blind to seeing.
Fierce Customer Loyalty, is
Marilyn and Lori Jo Vest’s
second book. This is a sort
of boot camp, short resource
book of about 100 pages with
twelve sections. You can use
the concepts of this book
individually or with a group.
This is a book about creating
lasting customer relationships;
a practical application book.
Suttle and Vest took six
companies through this book
chapter by chapter.
Taming Gladys: The Busy
Leaders Guide to Creating
“This book is not ideas or
theory. It really works,” relates