Brothers Randall and Robert Smalley Jr. run Cruise America, the largest RV rental company in the United States.
Founded in 1972 by their father, Robert Smalley Sr., a one-time president of car rental giant Hertz, Cruise America should know customer service better than most companies. But somewhere along their path to success, it seems the Smalley's have taken a detour down the road of permitting their agents to treat customers poorly.
Theirs is a case study of business owners forgetting who they serve and what niche they occupy. You can find my full report at Examiner.com.
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