When we are in a thriving economy, everyone is busy and there is usually plenty of business for everyone. Those businesses that give less than stellar service are many times forgiven or accepted because the customer knows they have choices and they are choosing to overlook the way they are treated in lieu of other factors such as price, convenience, location, etc. However, in a bad or slow economy like ours, the customer is less forgiving when it comes to customer service. They know they still have choices but they have chosen YOU; therefore, the expectations of how they want to be treated are high. This is the time your business must work hard to create Wow's and build relationships that will result in emotional connections to your organization. Excellent service provides the value-added ingredient that will keep these customers attached to you no matter what kind of economy we are in.