That's What Business Is

When we are selling the last box of See's Candy just before Christmas, and a customer has been waiting in line for maybe 20 or 30 customers, and if the sales lady smiles at that last customer, our moat is widened, and if she snurls at that last customer, our moat is narrowed; and we can't see it, but it's going on everyday. But that's the key to it, I mean that's a total part of the product delivery - it's having everything associated with See's Candy and something pleasant happening; and that's what business is all about.

That's what you want to have in a business - to widen the moat - and if you're See's Candy, you want to do everything in the world to make sure that the experience basically of giving that gift leads to a favorable reaction - that means what's in the box, it means the person that sells it to you, because all of our business is done when we are terribly busy.