The Value of Long Term Relationships

Two weeks ago, Joe O’Malia’s very first employee at O’Malia Food Markets !1966), who started with Joe at the Preston store at 71st and Keystone (1962) and who has been a part of the O’Malia family ever since, even since his retirement a few years ago, passed away. I sent a notice on Facebook for all...

Nordstrom – Teamwork and Empowerment Leader

A harried businessman rushed to a Nordstrom store in a mall at 5:30 one evening and headed to the perfume counter. He explained to the lady there that it was his anniversary, he was meeting his wife for dinner in an hour and he had nothing for her. He was looking for a certain brand of perfume. The...

Inspired

I received this story from my daughter in St. Louis. It inspired me. As a former teacher and as someone who is still involved in education, this struck a cord. I hope it makes your day as it did mine. One day a teacher asked her students to list the names of the other students in the room on two sheets of...

Customer Service Lessons

Danny O’Malia tells the story of how he learned customer service at his father’s first grocery store back in 1957. If you can not see the embedded video player above please use the following link: Customer Service Lessons – Danny O’Malia, Indy’s Trusted...

Do the Right Thing

Danny O’Malia compares doing the right thing vs. doing the wrong thing with examples from Southwest and American Airlines. If you can not see the embedded video player above please use the following link: Do the Right Thing – Danny O’Malia, Indy’s Trusted...

Empowering Your Employees

One of the big problems in the world of Customer Service today is that too many companies do not trust their employees to take care of the customers. Since the employees are the ones who deal with the customers, not empowering them is the customer service “kiss of death”. Mary Kay Ash, when asked...