The other day I called a local tool supplier. The conversation went like this. A gentleman at the tool supply store answered the phone with the name of the store. I said “Hello, Can you tell me if you are open on Friday?”. The man replied “No”. I then asked, “OK. What time do you close today?” He replied “5”. That was the extent of the conversation. I said “Thank you” and he hung up. I was very much ‘put off’ by the conversation. I got my answer, it was short and to the point so you would think I would be fine but I wasn’t – it was very unWOW. A positive customer experience is so much more than just the product or information provided. The way it’s delivered and the customer interaction makes a difference. The saying “Short AND Sweet” is on target – you need both. As for my experience today . . . Nothing ‘sweet’ in this toolbox.