Brad Worthley is an accomplished business owner and management consultant, who has more than three decades of experience in the field. With the nuance of a great storyteller, Mr. Worthley perfectly explains his message of exceeding the expectation of customers. While listening you will quickly understand how a little personalized service can go a long way. From big things like addressing customers' needs, rather than bombarding them with information, to small thing like greeting customers by name, or offering to carry their bags - which turned shopping at one of the largest superchains in the country into a more human experience than patronizing some mom-and-pop grocers. This audio will be an asset to any business owner or manager.