If you really want to give the best customer experience you can, then the crew delivering that exceptional service need to be empowered and confident.
That comes by having the tools, support and training behind them first. They should be never in a position where they feel under resourced, nor worrying about a competitor or what time their shift finishes.
This attitude comes when they really believe and understand the benefits of great service and the product they represent.
Instill confidence and the wow factor follows.
