The customer has the expectation built from marketing and has a level of expectation that must be satisfied or the experience will be a negative one. It is just another example that the instant a customer comes in contact with a company, whether a billion dollar corporation or a sole proprietor, the slogans are forgotten. The flash and the sizzle are gone. It is the people and the service derived from the people that will keep your customers and bring them back. Service will bring them back.
Service creates loyalty.
It is like your first resume out of college where you highlighted courses taken and GPA and being assistant to the assistant vice president of the fraternity or sorority. But, once you have one job under your belt, you will never use them again. Like advertising slogans they help get your foot, or in this case, your customer s foot in the door. After the door is opened, you have to produce and deliver the service that was promised. You do this by establishing standards for your service personnel.