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  • This is a story about chocolate, about people, and about stellar customer service. A car pulled up to my house in Phoenix at 9:45 one night last week, and out came a woman striding toward my front door, braving barking dogs. She was smiling. So was I, almost as if we were sharing a secret. She handed me three small bags, we exchanged a few words, and she drove off. I had never met her before, although we had emailed and I expected her.

    Why am I telling you this?

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