Tragedy, Starbucks and Nicole's Kindness

Nicole’s simple gesture permanently impacted my relationship with Starbucks.

Follow her example to create life-long client loyalty.

Pay attention to what your clients are saying as well as their non-verbal cues and empathize with them.

Be mindful of how they are feeling and put that ahead of your agenda.

When you connect with people, do it out of honest concern and kindness, not expecting anything in return.

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