I was reminded again of the importance of the core brand promise making its way to employees. And conversely, the importance of a brand living out the character of its best employees. As we all know, unfortunately, what is important is not necessarily at play in our day to day experience with a brand. I was at Macy’s looking for trousers and an overcoat in my size. There is still not a “Short and Small” for those who can’t patronize the “Big and Tall.” The guy behind the counter lamented his inability to provide anything in my size, but recommended a couple of other retailers with reputations for carrying merchandise. For that kind of help, I’ll be back for shoes and shirts and ties.

While in Home Depot and needing blinds cut, Bruce told us about the impending cold front and joked with us in a manner that suggested we were a good use of his time. It is so often the small things. And this at a big box. Buying is still, at least in some part, about relationships.