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A friend has sent you a link to an article found on FlatheadBeacon.com. To read the full text of this article online, click here: http://www.flatheadbeacon.com/articles/article/did_you_train_them_to_defend_your_business_or_your_reputation/28592/ ARTICLE EXCERPT: "Them", meaning "your staff". Are they using your policies and training as a shield to protect your business, or are they using them as tools and leverage to protect your customers and your brand? There's a big difference between the two. An example is this story involving a repeatedly broken-down U-Haul truck, whose details quickly spread across Twitter, Facebook and blogs.