The BusinessMakers Overtime - Week of February 10, 2010:

Episode 029 originally broadcast on February 10, 2010

It's all about the sweet success of business as Esther and Katie interview Sara Brook live in her store the Dessert Gallery. Learn what makes this very sweet lady dish out the desserts every day for the last 15 years. Also the girls, along with a few surprise guests, explain why a side of business that has a reputation of being a little bitter really should be a little more sweet. And as always there is this week in Business News.

Sweeter than Chocolate Business News

Katie Laird and Esther Steinfeld dissect the week’s business news in a sweet show recorded live at The Dessert Gallery in Houston. Toyota is caught up in a PR nightmare; we’ll give details you’ve not heard yet. Giant retailers Wal-Mart & Target are making changes. Shatter-proof beer glasses? Have our British colleagues lost their MINDS?! No, but our Canadian colleagues have—they’re advertising extra-curricular activities in a Toronto restaurant! (“They’re taking it to the next level. You get the picture.”)

Sara Brook - Dessert Gallery

Katie and Esther broadcast an interview with award-winning pastry chef Sara Brook from The Dessert Gallery Bakery & Café. At the young age of 21, she graduated first in her class at the University of Texas and was studying for the LSAT, when she made the decision to follow her true passion and launched a dessert catering business. In 1995, Sara founded her third—and, she says, her favorite—pastry business. (“It’s a love/hate thing. But, if you’re passionate, it’s easy to get up every day.”)

Customer Service

Katie and Esther are joined by Kelsey Ruger to discuss customer service, customer loyalty and ways to get your customers to yell and scream about you. Are you reactive to negative events or pro-active to ensure your employees will give your customers an excellent experience? Chris Portillo, a former Overtime guest, offers examples of over-the-top customer experiences. (“It’s about connecting with people.”)