Today I had a problem.  I had defined the problem last night and went to work with it at the top of my list.  Solving the problem involved one of our vendors and I dialed one of our service contacts.  The solution to my problem could have been handled through normal channels but it bothered me so I wanted a resolution quickly.  I was also circumventing normal approval channels. 

The person I contacted has become a favorite of mine.  She is calm.  It is clear that she listens (she repeats what I want to do).  She doesn't spend too much time telling me all that she will be doing to solve my problem - she says that she can do what I ask.  She then sent an email confirming what she did and my problem was solved within an hour of my phone call.  I have worked with other vendors who would have reacting in the following ways:

1)  Tried to explain each step that would need to be taken in order to solve my problem.
2)  Explained to me the forms that I would need to fill out and submit to correct my problem.
3)  Referred me to the person in the organization who would help solve my problem.
4)  Referred me to the person in my own organization that they usually work with to solve problems.
5)  Told me all the reasons why it would be difficult to solve my problem.

I love good service.  It is uncomplicated.  It is quiet.  It is friendly.  It is competent. 

My auto mechanic offers great service.  I call and they always fit me in.  When I show up, the owner (or his wife) are there.  Their dog, Winston, is there.  They provide a service pleasantly and rarely surprise me.  Great service keeps me there.  Price rarely comes up.

My bank provides great service.  In 2007, I was defrauded.  Someone copied my debit card and drained my bank account two days before Christmas.  I went to the bank and was greeted like an old friend by five different people including the President.  They each listened to my story as they competently helped me.  Paperwork was "prepared" so I simply had to sign it.  I wouldn't think of leaving.

My barber provides great service.  When you walk in the barbershop, each barber says "hi."  They ask me how I am, cut hair and don't surprise me.  They talk with each other and with me while they cut hair.  They are pleasant and competent.  The owner is usually there.  I have never even considered going anywhere else in 20 years.  I haven't the slightest idea what other barbers charge because I am uninterested.

My dry cleaner also provides great service.  They are always pleasant.  They know who I am.  They do what they are supposed to do.

Conversely I run from bad service.  It is usually characterized by distracted employees who aren't pleasant, don't appear to be competent and give off an air of distance.

Back to my problem.  A few years ago, our company left the vendor who started this story.  We were promised great things:  Better pricing, great service, online information, a "national platform," blah, blah.  We barely made it a year away from our old vendor.  When we announced our move to the "national" vendor, the President of our (now) current vendor called.  He was sad that we were leaving and he said that he didn't think it was a good decision.  He had reasons and we moved anyway.  During the transition they were as helpful as I could have dreamed.  When we decided to return, the President was equally helpful.  He has never once talked about the mistake we made in moving.  He lets me do that.

Service is and should be king (or queen).