[fishnfool]

Marriott did a customer survey a few years back to determine why people did not go back to them. The results are as follows:

1% passed away
2% moved away from the area
13% no longer required their service

84% Someone on their staff was rude to them, or they felt disrespected them in some way, ie: talked down to them or made them feel like they were a bother.

I know that was a hotel chain survey but customer service is the name of the game no matter what business you are in. It doesn't matter how good your product is if you don't have the customer service...you won't have the customers.