I think it has to do with "the match" in needs and personalities. I like a certain style of service and if I find that match, I stick with them/the company. If the style changes, I move on to another company.

My usual needs are:

A human answering the phone

Scheduling that makes sense, based on need, not just when you called

Effective problem solving

Fair and flexible people to work with.....

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Having been in retail now for oh, four or five months, I can see that I clash with certain (usually really stupid) people. I respond to being treated nicely and with respect.

When it comes to being on the receiving side of service, I try to be as polite as possible. I sometimes fail at it, but often bounce back to being nice.

I prefer small businesses to large businesses. I try to stay away from the huge companies....but sometimes have to deal with them.

I think you will attract and KEEP customers most suited to your personalities, if you act naturally and keep them informed of your methods of service. If it is a match, then fine. If you have someone looking for value only, then maybe you won't be able to keep them as a customer.

For example: I have a plumber that comes in my home to do work after my calling him with the problem. We never meet - I leave the door open, he does the work, leaves me a bill, I pay it. I trust him - and have had to have him come back to re-do a thing or two, but I trust him and his abilities. I am a no nonsense type of person. I do not comparison shop for plumbers but some folks would and do.

Its like dating....... if it's a good match, then consider yourself lucky!