It was the start of the holiday shopping season. The music had switched to Christmas carols, Santa was setting up shop in the center court, and parties were being planned for the first snowfall in the mall.
This was supposed to be the most wonderful time of the year, but for Joe, a manager at a large retail store, it was far from delightful.
Sales for the year were miserable. He was going to close out the year down 9% from last year, which for him was unacceptable. His boss was upset, of course, but even worse was that he had just found out that his friend Shannon across the mall was having the opposite experience in her store. They’d always been friendly rivals, but he usually ended up having a better year than her.
What was she doing differently?
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