In the real world, I find that my business service interactions are non-descript, tactical interactions. Service gets delivered and you give money to whomever is delivering the service. It is all matter of fact without any kind of significance. It gets done…it gets delivered. Yet occasionally, I have service that puts a smile on my face, makes me more loyal, makes me more likely to come back. It happens. Not often, but occasionally.
And that leads to my secret: Great Customer Service is like a spot of bright sunlight on a dark, stormy ocean.