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Fred Jacobs is President of Jacobs Media, a media research and consulting firm. Jacobs Media clients have included CBS Radio, Premiere Radio Networks, Citadel, Greater Media, MTV Networks, Playboy, Amazon, Electronic Arts, NPR, Sylvan Learning Centers, and Taubman Malls. Learn more about the company here.


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August 2011

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Mike Rankin

Last week I made a stop at Starbucks after lunch, as I approached the counter, several employees were trying to make the register work, the system appeared to be down. Without missing a beat one of them asked for my drink order and started making it, I started getting exact change for the drink thinking with the register down that would work. Before I could pull my change together she handed me my drink and said it was on the house today. Most places would have made me wait till they figured it out.


I'd had that happen before, too. If they have a problem making a drink and it takes a couple of extra minutes, they often comp it. A very "small" thing to do by a very "large" company.

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