Cover Story: After Eddie

Despite her title and ownership, Swann insists she’s never outright taken the company over. “It’s a total team,” she says. “Every decision is made by the team.”

And every decision adheres to Smith’s principles:

• the customer is always right;
• treat customers as if each one is your only customer;
• treat all employees as if each one is your only employee; and
• have tremendous love and respect for co-workers.