There's a wonderful video that's been making its way around the Internet for several years. It's called "Johnny the Bagger" and it was produced by the folks at Simple Truths.

If you want to inspire your staff to find their own unique ways of creating heartfelt and memorable experiences for your customers, have them invest the 3 minutes and 19 seconds it takes to watch this video.

I've seen "Johnny the Bagger" a half a dozen times and it never fails to remind me of how each individual can make a difference. And it always puts a good-sized lump in my throat too.

Here's another example of how one employee made a difference to a person in need of help and, in the process, created a loyal customer.