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Small Business

Sustaining Growth

Lesson Learned: Self-Serve Still Needs Customer Service

Frozen Yogurt Entrepreneur Has to Rethink His Staffing Plan

Solomon Choi, Small Business Owner

Solomon Choi, Founder and CEO of the frozen yogurt store 16 Handles, found out the hard way that his plan for a self-service experience didn't deliver what his customers expected.

"That guest experience is what really drives people to come back," says Choi.

Less than a decade after it was launched, 16 Handles has dozens of locations across the Eastern United States.

Hear more about Choi's valuable lesson in this video.

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