Customer satisfaction is a top-down approach that begins with a corporate philosophy of putting the customer first. It is a culture that permeates the entire organization, from managers to associates, with the goal of exceeding customer expectations. Achieving customer satisfaction is a team effort where all associates work together to ensure the number one priority is satisfying the customer through both technical aspects like clean stores and personal aspects like friendliness. While store policies must be followed, the goal of customer delight means giving customers the benefit of the doubt to avoid damaging the store's reputation in the community. Building relationships with customers through individual attention helps create loyal, satisfied customers.