know over a period of time. I dropped off and picked up many of their customers. One always spoke to his team using language like “customer experience,” “wow them,” and “delight them.” The owner paid close attention to every single detail, including the layout of the place, what customers would first see when they walked in, their interactions with the staff . . . hell, even the restrooms were designed around the customer experience with cleanliness, mom rooms, etc.
