The idea that you're talking about is like, take care of the customer first. How do you get thet it's easy to say, but it is? It involved hiring a certain kind of person who is open to believing that cause. We hired people that, i call them huggable. You know, when you go down the mall and you look at people who work in stores, oftentimes they look like they can wear the clothes that are in the store.
Stuff it, fluff it, stitch it, dress it: Build-a-Bear Founder and former CEO Maxine Clark built a retail-entertainment empire by letting people make their own furry friends. Two hundred million of them. What's the secret to her success? Listen as she tells EconTalk's Russ Roberts how she developed a customer-focused culture, why she sought to join (and not beat) her competition, and about some of the (seriously) strange things people have stuffed into their bears.