Let's face if gang - Jerry at Stillwater Kilts has spoiled us. Now that we see how one shop can do it, we want and expect that type of service from everybody. I know I do. Around this time of year, I do a lot of ordering from on-line and from catalogs (I hate the mall!) and the delivery and customer service vary widely from place to place. Delivery is normally late, same day shipping is rare, package tracking is seldome offered, and e-mail notification is not the norm.

Customer service is becoming such a high art, that it will probably be offered as a full subject in college soon, if not already....... In fact it may be? Just what is "Marketing" anyway?