Customer service is very important to many people. When I was still working I worked as an account specialist/customer service rep for a large manufacturing company. Our prices definitely weren't on the low side, and when many clients started buying imported items, it was more important than ever to provide top notch service to those who chose to continue to do business with us. Many of my accounts stayed faithful to us because they knew I would go above and beyond, and even "bend the rule" for them, just to get the job done. Once you have gained someone's trust and confidence, they will usually stay with you. And never try to bluff your way out of a negative situation - it will come back to bite you. Admit there has been a mistake, and then rectify it immediately, if not sooner! Never push it aside with the attitude that "I'll work on it when I have time - I have other clients/matters to attend to first". A sure way to lose a customer is to sweep THEIR problem under the rug!