There's an expression in my business: "The news gods always provide." I'm living proof of that. People often ask me what happens if, in the morning, I wake up and there's nothing to write about; my response is that, in almost 21 years of doing MNB, that's never happened. Case in point: I got an email the other day from a local business that was a perfect example of how to remove friction from a customer experience that almost nobody likes.
