Good business
Purloined verbatem from an e-mail. For all except the first article, tou will have to register with BNET, but it's free. BusinessWeek has a great interview/book review on the importance of details to customer service. Author Michael Levine says that operational details, such as limited hours and dirty bathrooms send a message to customers about the general quality of a business. These details have a more significant effect on customers than you might think: "The consumer mind has a logical and emotional part, and if you don't speak to both, you will lose them, especially when they're hungry, tired, angry, or lonely. "We're living in an age of anxiety. When people are not hungry, tired, angry, or lonely, the emotional side will win the debate with the logical part of the brain 80% of the time. When they're hungry, tired, angry, or lonely, emotion wins 100% of time. We are often hungry, tired, angry, or lonely, so it's exceedingly dangerous if you'