Summer 2004 I first heard the thunder in the distance last June, when the company's new human resource director called a meeting of our education team members. “I just want to let you know that I am in charge of customer education now, and that I will not be spending any more money on outside training,” she said with a chilly air of confidence. “When the summer conferences are over, we will reevaluate the department.” No one else seemed to hear the distant rumble — steady, threatening, but ...

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