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If I had a dog, yellow lab would be my favorite. I know of another vet who is very good to the animals and nice to their families. It really costs little to make the effort -- a small thing, as you say, can go a long way. It shows you've given it some thought.

Hi Valeria,

Another service example: taking my dog, a big yellow labrador retriever, to the vet. Each time I pick her up after her annual physical, the vet has a bandana around her neck and calls me at home the next day to see how Wendy is doing.

It is something small, consistent, and touching that works. There are a lot of dog doctors out there to choose from!

Joanna:

Thank you for your kind words. To me the person is important and comes first. As you articulated in your example, that's what the service rep did with you.

I am always impressed when a utility company goes the extra step. Especially given the obligatory nature of the service they provide.

I was talking with my mother yesterday and she had the opposite example: a phone and internet connection provider in Italy that hiked the initial price in her contract and now is not taking her calls while providing sketchy connection. I tend to take this kind of abuse to a person on a fixed income very seriously. It takes so little to do what you promise.

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