A while ago I commenced internet grocery shopping. As we all do I first trialled the two major supermarket chains, they told me via their websites that my relationship was important to them, sent me emails on specials and "individual" offers and advertising of course. I was with them for around three seconds after they failed to deliver the items that I had ordered, sent me damaged goods and credited the difference back to me for when I next ordered. After this experience I felt destined to trudge the aisles of the overly lit, overly stocked and overly rated warehouses we come to know as "Supermarkets" until... ShopFast Online shopping, not affiliated with a major chain, a specialist online supermarket/grocery store. I became their greatest advocate, I shouted their name from the roof tops of Sydney I was loyal to a fault. I continue to this day to tell people they were the best company, by far, that I have ever dealt with. What made them so special? How did they inspire my loyalty? I ordered, they delivered (on time) Problem arose - Problem fixed Occassional Surprise item Relevant communications, same time and format each week They actually did what they said they would do, I never met any of them, other than the drivers, who were always well presented and courteous. Very simple Service is not about a fake smile or needing to exceed expectations. I will ask a question - If we deliver on our promises, are courteous, respectful and thoughtful in our dealings and are fairly priced (not cheap) is there any other company that could match us? “A fellow doesn't last long on what he has done. He has to keep on delivering.” Elbert Hubbard American editor, publisher and writer, 1856-1915) Note: Shopfast became so successful that they were eventually purchased by one of the major chains. The service levels immediately plummeted. Instead of taking the learnings from this company and implementing them within their large organisation, they simply sought to eliminate the competition that was making them look even worse than they actually were. That large company is now desperately seeking to be bought out due to falling market share. In answer to your second question/quote The superior man understands what is right; the inferior man understands what will sell. Confucius

A lot there -- let me start with Confucius -- scary that -- as Mel Brooks once said -- more or less -- we mock that which we are to become -- so what does that say about us -- inferiors.... the service piece is very cool -- I think the same applies to us -- no?