Sometimes It's The Little Things
A few years ago my beautiful wife and I were in the mall and happened to stop by Brooks Brothers, in which I picked up two long sleeve tee shirts. A few days later, we received a hand-written thank-you note in the mail. The receipt of this note was certainly a pleasant surprise. I could understand receiving a hand-written thank-you note had I bought two suits or some other item of great value, but for something as simple as two tee shirts?
The receipt of that card definitely left me with a highly favorable impression of Brooks Brothers and its employees. It's the little things like this, especially in a tough economy, which differentiates a good experience from a great experience.
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