Written for the leaders, owners and professionals of the 11 million businesses with between $50,000 and $50 million in revenue.

In 2022, Best Buy tested in-store videoconferencing for customer service. Now, an entire rental car service is operating without any on-location agents.

At Nu Car Rentals in Charlotte, North Carolina, customers solely interact with agents on screens equipped with credit card readers, according to 404 Media. A nearby locker, which can be opened remotely, contains car keys.

It's a bold experiment — businesses with multiple locations won't need to staff each desk for quiet hours — but the public might not be ready for it. "My boyfriend immediately booked something at Hertz," one would-be customer told 404, adding, "The vibe in there was dark."

Today's Edition...

Stuckey's: Rebuilding an American snack empire

PetSmart: Replacing regret tattoos with pet tattoos

Good Company: Tiki bar and grill fulfills diner's last wish

How Stuckey's CEO Stephanie Stuckey Rebuilt an American Snack Empire

(Source: Penguin Random House)

A rebrand happens with passion and prowess … and pecans?

"The pistachio has had the limelight long enough," says Stephanie Stuckey, chair of Stuckey's Corporation and author of UnStuck: Rebirth of an American Icon. "It just had a Super Bowl ad. It's time for the pecan to be front and center!"

She has an equally clear vision for the company that her grandfather founded in 1935 as a roadside stop in Georgia. In the '60s and '70s, it grew into a convenience store chain synonymous with family road trips (and its own famous pecan log rolls). By the 2000s, however, the brand and its roadside locations felt dated and rundown. Stephanie took over in 2019 and shifted the business model to retail distribution.

She spoke with b. about the successful pivot and overcoming imposter syndrome.

b.: What's the process of transforming Stuckey's into retail distribution at big stores like Hobby Lobby?

Stuckey: It's actually easier than you would think, once you process it. For a brand to really get traction, it's got to tap into an emotion. … A great quality product is your starting point. But to get that emotional connection, the brand has to stand for something more than just attractive packaging.

We're so fortunate that our brand is affiliated with the road trip. … It's freedom. It's fun. It's exploration. You let your cares go out the window. … Our sweet spot is to be in convenience stores on the interstate. But it's really about that sense of fun and excitement.

b.: In the book, you advise, "Be real until you make it." Can you expand on that?

Stuckey: The genesis of that was all the talk about imposter syndrome, especially among women. You don't see men wringing their hands and agonizing over imposter syndrome. But women do. I believe in turning that narrative around.

Embrace imposter syndrome as a positive because [it] means you are very self-aware. You are analyzing what your strengths and weaknesses are, and trying to address them. … That empowers your team and that empowers you. It opens you up to learning more.

b.: One of the things that stood out in the book was how you found the right people to help you relaunch. Can you comment on that?

Stuckey: As I was writing the book, I changed roles from CEO to chair. I recognized that my business partner has what it takes to be the CEO.

In business, we all have things we're not passionate about. There's some drudgery that goes along with running a business. But the more you find those points that you love, you're good at, and you can make money at, that's the good stuff. … As much as I can in my daily life, I focus on the things I do best.

b.: For someone taking over a family-owned business, what tips do you have?

Stuckey: Make your own mark on the brand. I think it's really important that the third generation — [or] the fourth generation — of family business owners feel like they can bring their own personality to the table.

I like to say I'm respecting Stuckey's past, but I'm not living it. You can be respectful, but at the same time, you're the one in charge. Now you're the one alive, running the company. Don't be afraid to step up and be the boss.

We all have the power to change our story. When I had an unexpected opportunity to buy Stuckey's, I googled "Stuckey's" and the top hits were, "Whatever happened to Stuckey's?" And I thought, "I have the power to change that."

This interview has been edited for length. Read the full Q&A at business.com.

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PetSmart Tattoo Stunt Replaces Regrets With Pets

(Source: Shutterstock)

A quarter of Americans with tattoos regret their choice of ink. Meanwhile, nearly 9 in 10 pet owners say their pets have a positive impact on their well-being. So, let's "paws" to admire PetSmart's brilliant idea to launch its new points-based customer loyalty program, which offers an opportunity for five lucky winners to cover their ill-advised tattoos with a new one of their pet's face.

For the Pet Smart Tattoo Redo contest, entrants submitted photos via a dedicated site, hoping for an all-expense-paid trip to Los Angeles, along with a booking at local shop Alium Tattoo Studio. The public gallery included "badly drawn stars, an outline of the state of Oklahoma, [and] Bad Bunny's heart logo," according to the Los Angeles Times.

(Unfortunately, the contest is over now, so you'll need to pay to cover up your own Bad Bunny tat with a good bunny.)

With a Six-Hour Drive, Restaurant Owner Makes Customer's Final Wish Come True

(Source: Mama Kwans / Facebook)

Customer service doesn't often bring a tear to our eyes, but North Carolina's Mama Kwans Tiki Bar & Grill went the extra mile … and then many more.

In February, restaurateur Kevin Cherry received a sudden phone call to inform him that 47-year-old West Virginia nurse Heather Bowers — who went to Mama Kwans every time she vacationed in the Outer Banks — had very little time left due to cancer, and wanted her favorite meal.

Without a second thought, Cherry packed a fresh pork plate and personally made the six-hour drive to Bowers's home, arriving in time for her to enjoy it before she passed away the following night.

Cherry didn't seek viral attention for his good deed, but Bowers's close friend — who had placed the call to Mama Kwans — made sure word got out.

"Simply put, he made one of her last wishes come true," the friend wrote on Facebook. "This is something he didn't want recognition for — however, kindness at this level deserves it."