They say when you treat a customer right he'll tell one person but when you treat him wrong he'll tell ten. Or thousands.
Your friends may tell you about the terrible waiter they had or their bad hotel stay. But you don't often hear the good experiences. But I did hear one the other day about Southern States.
My friend was purchasing a piece of yard equipment. While still in the store, an employee came up, opened the box and started filling out the registration and warranty card for her. She asked why.
He said: "We've found most people don't take the time to do it once they get the product home. So we take care of it for them."
My friend replied: "Well I know where I'm coming next time I need something."
To which he replied "I can't tell you how many times we hear that."
When so many companies are trying to cut corners, those willing to go the extra mile can really stand out.