Too often we forget what creates customer loyalty: what it is about a business and its leaders or owners that resonate with a community and causes them to take action when needed.
In a small town in Orange County California, customers are having a chance to demonstrate how a community responds to a business owner faced with the illness of his partner.
I visited this shop in years past and experienced the friendliness of the husband and wife who own the shop and wait on customers. This story, captured here by CBS in this video, I read first in the Washington Post. It has been covered by news outlets around the country.
Clearly we are hungry to be be reminded of kindness, caring and community.
Gael O’Brien is an executive coach, consultant and presenter focused on building leadership, trust, and reputation. She publishes The Week in Ethics and is a Business Ethics Magazine columnist. Gael is a Kallman Executive Fellow, Hoffman Center for Business Ethics at Bentley University and a Senior Fellow Social Innovation, the Lewis Institute, Babson College.