A few weeks ago I was out shopping and decided to stop by a popular restaurant/bakery chain to pick up a half dozen bagels.   Bagels are a specialty there and they usually have many types to choose from.   It was around 4pm. When I walked into the store I was stunned to see the bagel racks nearly empty except for a couple of blueberry bagels.   I waited in line and asked if they hand any other bagels to choose from.  The associate politely said “No, I’m sorry, this is all we have.  They will bake some more tonight.”  Really?    And somehow that is OK.  For me, it was  like going to the hardware store and they are out of nails or going to a burger restaurant and they are out of buns.  For any store or establishment, you must keep focused on your core business as customers have certain expectations when they shop there and meeting  expectations is the first step in achieving Customer W.O.W.   For this chain store, bagels is their business, except for today when I took my business elsewhere.