Last summer, my car windshield was the target of a stone that cracked the glass. The next morning I went to the grocery store and, in the parking lot, I noticed a pickup truck with a sign advertising “glass replacement” on the side of it. The service this guy provided was world-class. He told me to go ahead and shop while he took care of the crack. When I returned, he called the insurance company on my behalf — and a few minutes later, I was on my way. (Well, not really. You know me; I had to find out more.) As it turns out, this is a franchise business and the man who fixed my windshield is the owner. As the owner, it’s not surprising that he is willing to do whatever it takes to do the job well and make each and every customer happy. The question is, how do you get your associates to behave like you?