By Richard Brodeur, an EO Winnipeg member and President of Process to Excellence Ltd.

It was one of those days that can’t be predicted. I was sitting in my office when the phone rang. It was Kevin, our sales and support rep for Celco Software. He said a caller on the other line was giving him a hard time. The person had repeatedly called asking for copies of the company’s financial statements and other proprietary information. I told Kevin to put him through to me. As I picked up the receiver, I coolly asked, “Can I help you?” hoping to get rid of the guy so I could get back to running my company.