We love this article by Susan Ward. "Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
Our take. The extra in #8 doesn't have to be monetary. We believe it is often the customer walking away thinking, "Wow! That was easy. One more thing off my to-do list!"