Some organizations don’t just serve customers. They help shape memories. I had the opportunity to speak with the incredible team at Follett Higher Education, whose people help create so many of the moments that become part of a student’s college experience. From the campus bookstore to graduation regalia, spirit wear, and the traditions that make a campus feel like home, they’re often behind the scenes of some of the biggest milestones in a student’s journey. We talked about something I believe deeply: Excellence isn’t just about what you do. It’s about the standard you set for everyone around you. Every interaction with a student is an opportunity to shape how they remember that chapter of their life. Every conversation, every problem solved, every detail noticed contributes to an experience they’ll carry long after they’ve left campus. The organizations that create unforgettable experiences don’t do it by accident. They do it by building teams that understand the impact of the...