You firm should have a standard script by which customers are greeted, their order taken, their complaint heard, their order filled, and their call ended. The proper phrases should be on the desks, on the walls, and in the hearts of your people. Try calling Tasca Lincoln Mercury. It's done sincerely and consistently, and it doesn't cost one cent of investment capital. This is a strong economy.
More people have more money to spend and invest than ever before.
If and when times do turn tough, and competition is cutthroat and prices are sensitive, those people whom you treated so well will remember your courtesy and professionalism. But if you treated your customers harshly or apathetically during boom times, they will certainly abandon you during rough times. Build service quality and responsiveness into your management team's goals, so that there is both incentive for reinforcing desired behavior and disincentive for ignoring undesired behavior. In many cases, the service providers are so caught up in volume and details that they actually don't know they've stopped being polite. I'm sure she doesn't.