Yesterday, I had a mattress and box spring delivered to my house. The owner of the small independent delivery company, who the mattress store recommended, was surly over the phone and even worse in person when he made the delivery. When he left, he literally threw a receipt at me as well as a magnet with his company information.
Why do some business people think they can buy goodwill or repeat business with a trinket? Great customer service and a smile do so much more to breed loyalty and referrals.
