While the general population will most likely agree that customer service quality is an extremely important and necessary aspect for any business, that same population may not go into detail about what exactly that means or understand the full dynamics of it and unexpected benefits it can provide. Steve Barbarich is a business professional who has experienced the need for excellent customer service as both a provider and consumer and he and others like him are fully aware of the extent of importance placed on quality service.

An positive example of the unexpected gains that can occur when a business or individual staff person is focused on providing the best service possible. An elderly lady walked into a home improvement store and was literally intimidated by the size of the store and all of the household products in it. Carl was a sales associate who saw the woman almost shrink as she backed up and looked for the door. He immediately went to her side and asked if he could help her with anything. After a slight pause the Edith was able to tell him that she lived alone and wanted to redesign her backyard. After coaxing a further discussion in a friendly and smiling personal manner Carl was able to determine that Edith wanted to install a gazebo, a pond and fountain, flower garden and a few trees.

While this seemed like a simple overhaul to a professional such as Carl, he knew that Edith was completely overwhelmed with it. He patiently guided her to the supplies and product she would need and discussed various design options as well as overall cost expectations and time frames. Coincidentally, Tom, a landscape artist happened to be looking at the stepping-stones at the same time as Carl and Edith. He overheard a great deal of the conversation and offered to provide the work to Edith at a reduced cost. After having heard her story and the efforts Carl was making to assist her, invented a senior discount rate for Edith and one month later she had a beautiful backyard paradise. Tom had a new population of retired customers and his business boomed. Meanwhile he took all of his business needs to Carl whose commissions skyrocketed at the home improvement store.