I recently went to Sherwin-Williams to buy paint. It's generally more expensive than Lowe's for what I buy, but in the past we've had good experiences there and it seemed worth the extra money.

This time, the only person working there was listening to a Judge Somebody show very loudly and not paying much attention to his only customer (me). I went back a few days later to give it another try. This time three employees were there trying to figure out what arrangements of products would appeal most to customers. They barely seemed to notice me. Even so, I picked out my paint and tried to buy the quantity I wanted. Without giving me notice, the employee started preparing to mix a different kind of paint for me. I asked why I wasn't getting what I had ordered and was told it wasn't available in the size I wanted.

I left and went to Lowe's.

Funny thing about Lowe's (at least where I live), if you go during the weekends it's very hit-or-miss with customer service. But during the day it is full of helpful, wonderful people who seem to fall over eachother trying to help you. And they even remember me from times I've been there before. It actually feels almost like the old-fashioned hardware stores they used to have in small towns. I got the paint I wanted and saved some money.

More importantly for the businesses involved, that experience has made it unlikely that I will go to Sherwin-Williams again any time soon and has made me a fairly loyal Lowe's customer.

So I say customer service is still important!

Most companies just don't get how business works because, like our politicians, they don't have a clue about who their customers are or what makes them tick. I own a cafe and bakery that not only puts out a good product made with fresh ingredients, but puts out big smiles. We make a point to greet every customer as they come in the door with a smile and some salutation like how are you today, etc. We make a point to try and get to know all of our customers as they are very regular, with many coming in every day. We go out of our way to accommodate special requests that may not be on the menu or our POS system. And you know what, not only do our customers love it, they are willing to pay for it. We do not have the cheapest prices around even though we exist in a part of town where people are very cost conscious. Customers want to know that you care who they are and that you WANT their business. If you convey that message they will patronize you again and again no matter what you charge and tip you well on top of it all. The experience is not just the product and the price, it is the whole Gestault of the customer relationship. The key word being relationship. If you think of customers as transactions, they come and go as they see fit. If you think of the relationship you have with them, they will come and come and come

Couldn't agree more, Mike.

It's a little bit of both. Sometimes it comes down to how much I can save by forgoing customer service and how much service I feel like I need. I frequently buy groceries at a locally owned chain. Some people say the prices are higher, but checkout lines are better staffed, store prepared foods are the best around (pizza, fried chicken, shusi, & more), aisles are wider & better lit and store personnel are more available & more helpful.

If I'm spending $100+ on a one time item, I may opt to save 15% or more and have a less satisfying buying experience. I've researched the product and know what I want. Support will come from the manufacturer anyway.