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EUGENE, Ore. — You’ve been there. The boss storms past your door looking ready to twist an alligator’s tale. Or the loan officer cringes as she sees a waiting member frowning, tapping her foot and impatiently looking at her watch every two minutes.

How can you defuse the situation? Barbara Wirtz of Wirtz Consulting helps businesses, including credit unions, answer that question. For starters, Wirtz suggests the problem may be greater internally than with member relations.

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