I met a customer at the local Barnes and Noble bookstore over the weekend.  We both decided to grab a cup of coffee.  My customer, Kathy, is a loyal – no, more like an obsessed Starbucks fan. Everyday she has to have her Starbucks – not just in the morning but several throughout the day. [...]

Have you ever sent a hand written note to a customer? A thank you letter? A birthday message? Emily Kelly had this to say about how she uses some old fashion methods to connect with her customers: Emily Kelly • I firmly believe in the power of “paying it forward”, giving others genuine compliments and [...]

Before I even start my story, you know it will be wildly wonderful.  Why?  Because it happened at Trader Joe’s. Can you imagine having your name so closely associated with great customer service that all people have to hear is your name and know right away that it will be great?  Like Jell-o is synonymous [...]

I just met my old boss at Panera for a cup of coffee and a chance to get caught up.  I wanted to hear about his company, a retail chain continuing to thrive even in these challenging times and I also wanted to share the excitement about my Make or Break Moments initiative. It was [...]