Zezette McCray has spent over thirty years in sales and customer service, from million-dollar contracts to being screamed at over the color of a box. She holds an MBA and a Master of Arts in Behavioral Science — which means she can read a P&L and tell you exactly why the customer is acting irrationally and the employee is on the verge of a breakdown. Equal parts mentor and "Auntie Cray-Cray," she writes to rescue service workers from burnout and businesses from themselves.