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Yesterday, at the Cookie Man outlet located in the Forum Mall, my five-year old niece wanted a single coconut cookie. I was informed that the coconut cookies could only be bought in bulk. While I was explaining this to my niece, the employee overheard my explanation. She immediately went over, got a single coconut cookie, and handed it to my niece. The smiles on their faces were priceless.
Wow! Employees empowered to take decisions. Cookie Man gets it. I’m their customer for life.
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