Okay, this story goes back to 2000. I was in Orlando for a corporate training class. The instructor was a HUGE fan of Disney as a business model and he incorporated that into the class. He asked us if we know who Disney considered to be their primary competitor. We were shocked to learn that it was FedEx. Disney considered their business to be service.
Move forward to '06... Another company at our Product Show in Nashville... Our final "class" was presented by a Disney employee and focused entirely on customer service.
I'm no fan of Walt's money-hungry beast, but they do have service down to a science.
I'm forgetting my last thought... DANG IT!
Oh yeah!
I live by the bit from "Miracle on 34th Street" where Kris Kringle tells the customer to go to Gimball's (sp?) with the subsequent answer. It stuck with me since childhood.