Craig LaBan

Denny Hatch is the author of six books on marketing and four novels, and is a direct marketing writer, designer and consultant. His latest book is “Write Everything Right!” Visit him at

This is about CRM—Customer Relationship Magic. Last night, we went out to dinner with another couple. We walked into a large, half-full dining room, many tables covered in white tablecloths—all beautifully set. Staff were elegantly clad in sparkling white Nehru-like jackets. We saw hardwood floors, hard walls, hard ceilings, all tables and chairs. No banquettes, no padding anywhere.

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