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Dollars for Doughnuts: Joyce Sweetens Things Up at Tim Hortons
It was 1967 and two men had just signed the franchise agreement that would forever change not only their own lives, but also the entire landscape of Canadian business and culture. The two friends thought that with Joyce’s business savvy and Horton’s famous name, they could make their coffee shop a success. By the end of the year, the duo had opened up two more Tim Horton’s stores and they were full partners in the business.
Lesson #2: Make Yourself Accessible To Your Customers
Rachael Ray has a secret ingredient to her success, but it is not the cayenne pepper or diced garlic she uses in her recipes. What makes Ray stands out from her peers and the likes of Martha Stewart is that Ray is human. She makes food with regular ingredients found in a normal grocery store and she does not apologize if she goofs up on air, which she does. Ray is just like the rest of her viewers, and it is that down to earth nature that has propelled her to the top.

All I needed was a lamp...
Customer service can be like the weather – it’s something we all talk about but we feel like we can’t do anything about it. A recent experience has given me some new insights which have changed my perspective.

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Empowerment, Autonomy & Discretion – Oh My!
Granting autonomy and loosening the apron strings can be scary. After all, this is your company we’re talking about. However, a company where employees have a reason to feel that what they are doing is important is a company on its way to greatness.

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