In a customer centric world, sometimes the most potent customer satisfaction strategies take no financial investment at all.  Join Matt O'Neill and Mitch Disselkoen, risk consultant for Ottawa Kent Insurance in Michigan, as they discuss what Mitch learned from his days working behind the barista bar at Starbucks, and how that impacts the way he does business today.

In this episode, you will get a behind the scenes look at what the leadership training experience was like at Starbucks, and how they connect, discover and respond to their customers.  Mitch also provides clear examples of how he applies what he learned during Starbucks training into his consultative sales and service routine today.