Thanks to a friend, Jack Mowreader, for an HBR link of Jeff Bezos being interviewed. Feel free to read the entire thing, but here's the kicker as it relates to client service. I love this quote:
"You should wake up every morning terrified with your sheets drenched in sweat, but not because you’re afraid of our competitors.Be afraid of our customers, because those are the folks who have the money. Our competitors are never going to send us money."
Well put!!! Anything else I add will just diminish its beauty.