What makes a service experience forgettable, and what makes you want to come back? It’s usually not the product—it’s the person who helped you. The employee who remembered your name, solved a problem without reading from a script, or just smiled at the right moment. In this chapter, we’ll explore how great service companies build that kind of team: by hiring the right people, training them well, giving them real authority to help customers, and creating a workplace where talented people want to stay.