yes, good customer service is an invaluable asset for any business. I got so pissed off at Kroger this morning, I'm never buying groceries there again! I took in a receipt from a week ago when I cooked my wife the eggplant parmesan which induced her labor. I noticed when I got home with my ingredients a week ago that I was charged 4.58 for one head of garlic! It was mistakenly rung up as 1.5 lbs... I had called the manager at the time and he said, no problem, bring in your receipt and we'll give you a refund. So I went in this AM, presented my receipt and explained to the 80 year old man at the customer service desk. After my explanation, I waited... I literally counted to 10 (slowly) in my head. He looked at me, looked back at the receipt and said, "it says here it was a pound and a half". I said, yes but it was just a single head which would have made it about the size of a cantaloupe... I exclaimed again that I had called the manager and he told me to come in and they'd make it right. Another 10 seconds... (counting sloooowly in my head, oooone, twwwwwwo, threeeeee) He looks at me and sez, "well I don't see what I can do without the garlic?" at which point I SNATCHED the receipt out of his hands and said FORGET IT! I CAN'T BELIEVE THIS!! I MAKE A GOOD SALARY AND I'M NOT TRYING TO RIP YOU OFF FOR 4 DOLLARS AND 58 F-ING CENTS!! I WAS COMING IN HERE TO BUY THIS LIST (waving list frantically in front of face), BUT NOW I'LL JUST LEAVE AND TAKE MY BUSINESS TO PUBLICS! I'm going to write a lovely missive chronicling the event and mail it to the manager of the store and the regional manager. So who care's about me and my garlic gouging event? Probably no one, but it's illustrative of the affect of poor customer service vs. good customer service. Had the claim been handled correctly as it should have, it would have been a no brainer and I'd have been on my way. As it stands now, unless I'm bleeding from my eyes, I'm NOT going in there for ANYTHING!! That was about a hundred bux a week x 4 = 400 a month x 12 = 4,800 per year x say 3% profit? = 144 bux PROFIT a year, x an estimated 30 more years = 4,320 bux PROFIT from me over the course of my lifetime blown out the door. Buh buy. I REFUSE to pay for goods and services from people who don't value my hard earned dollars! Regardless of how much I may need their services or how good a deal they may be. Customer service is king IMHO.