A couple of years ago, I had the strangest experience I have ever had at the video store. I walk inside and, almost immediately, someone comes up to me and says, "is there anything I can help you find?" Now, honestly, this has never, ever happened to me in a video store before. "No thanks," I said, "I'll just browse around." Less than a minute later, another clerk stopped me. "Finding everything okay?" she asked. "Well, I'm just getting started," I said. "Okay, well let me know if you need any help." "Thanks," I said, still trying to get to the videos. Before you know it, here comes number 3. "Are you finding everything okay? he asked me. "Well, I'm just getting started," I said. "Okay," he said, "let me know if you need help finding anything." I was amazed, to say the least. Was this some sort of new customer service policy? My amazement was dimmed a minute later when I saw the men in suits at the front counter. Then it dawned on me: The Big Bosses were here.

I always find it interesting that service gets so much better when the boss is around, and REALLY gets better when the Big Boss is around.