Independents can make this satisfaction real, quick, and long lasting. Once you've trained the consumer that the reason they should come to you is a deal, that's the only reason they will come to you. Consumers will be glad to pay a little more if you will talk to them, hold their hand, tell them you want them. When you survey your customers, don't try to get the answer you want. It's not intangible.
Consumers understand it.
They want dialogue with human beings. Yours is a destination driven by problems. They're not happy. They have to replace something. We channel that hostility into anger and then we send them home.