that can determine your relationship with your customers.
for example, i needed a taxi from my hotel in paris to the airport. according to the front desk, it was supposed to take only seven minutes. after ten minutes, the woman apologized and walked outside to see what was going on. the police had blocked the road and no cars could get down the street. she walked with me to the corner to see if my taxi was waiting there. it was not. she had me wait at the corner while she ran back to the hotel to call for another taxi. given the road problems, they would not send another car. 