Brooks Brothers Reveals Secret to Customer Loyalty

“We’re like poker buddies,” says Richard Buonomo about Mario Mirabella, his personal shopper at Brooks Brothers as he searches the shop for the right ‘brownish button.’ “He is very picky and fussy,” says Mario, a second generation master tailor at the flagship store in New York. “But we make everything perfect. That’s what a personal shopper does. Richard has to be very happy when he leaves. He cannot have any doubts whatsoever about how he looks. That’s how you guarantee him coming back.”