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This commentary is available as both text and video; enjoy both or either ... they are similar, but not exactly the same. To see past FaceTime commentaries, go to the MNB Channel on YouTube.

Hi, I'm Kevin Coupe and this is FaceTime with the Content Guy.

I recorded this week's FaceTime in the Stamford, Connecticut, Apple Store, where Mrs. Content Guy and I went to trade in our old iPhones for new ones.

Now, to be honest, we didn't want to go to that Apple Store. Last couple of times I've been there it was kind of a mediocre experience, and I really hate the Stamford mall where it is located. Our plan was to drive right past Stamford and go down to Greenwich, where they have a newer store where the people seem friendlier.

But we got on I-95, and the traffic was terrible. Mrs. Content Guy had her heart set on a new iPhone, so we decided to give the Stamford Apple Store one more try.

And go figure. When we walked in, an employee named Jess immediately came up to talk with us, and she was terrific - knowledgeable, funny, interested and incredibly helpful. And quick - she was both effective and efficient. As I f recorded the FaceTime, our new phones were being updated. She was everything you could ask for from someone working in a retail environment.

And it made me think about how a great employee can really make a retail experience. It is so important, more important than I think many retailers even think.

In fact, I went out of my way to find the manager to tell him how she'd turned around the experience. And now, I've shared it with you.

That's what is on my mind and, as always, I want to hear what is on your mind.


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