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" ... Be Human. Internal values surveys kept returning to the same idea: family, friends, community are what counts. Customers, executives realized, didn’t want salespeople. They wanted “an inspiring friend”—someone who could patiently and knowledgably guide them to the best technology products for their needs. This led Best Buy to adopt an internal mandate to simply “be human.” “When you interact with the customer, get to know them,” Joly instructed his staff. “Don't be mechanical, don't go after their wallets, think of the customer as your grandmother or your best friend. How would you interact with them?” ... "