Have you used THANK YOU as a power tool in delivering Customer Service? Try it. Send a thank you card. Write a letter with a thank you in. (mail is MUCH better than email, despite the easy draw of email). Call someone to say thank you, (and nothing else, or you'll destroy the impact). Earlier this year at my Company Headsets.com i send over 100,000 letters to headset buyers, saying thank you to them. I stripped out all the sales text that the copyrighters and marketing team wanted in. They thought i was crazy when all that was left was a one sided page with a simple thank you message. Why was i spending over $60,000 on a mailing and not asking for business. The reason is simple. Its great Customer Service to say thank you. And the letter was received with and enthusiasm beyond our dreams. For several weeks i was overwhelmed with Customers calling and emailing, to say 'thank you' for the 'thank you letter'. amazing. Do you think we'll get their next headset order? You bet. Customer Service IS profitable. Don't think of it as an expense. Think of it as putting money into a special savings account with a very high interest rate. Have you got a good 'thank you' story you can share here with us?