Companies have seen that through us they get more bang for their advertising dollar. Right now, our customer service ratings are at an all-time high. We are ranked the most-trusted government organization.

Rescuing people from the results of their own foolishness is really what customers service is all about. Customers rarely obey the rules. They expect you to rescue them whenever they do something stupid. Will you be a “rescuer,” known far and wide for customer service, or will you steadfastly insist that your customers follow the proper procedures?

The only way to have great customers is to be one.

The advertising is starting to move us in the right direction. We are seeing good returns in terms of the influence the advertising is having on perception of food quality, fresh food and variety.

To create competition, the distributors - namely the banks - must be allowed to compete over fees and service. The current system does not encourage competition. With the banks getting a blanket annual fee for the customer's inventory of fund units, their interest will be to sell as many units in stock mutual funds as possible and to prevent clients from selling them, even when unbiased advice would reach the opposite conclusion.

The sole purpose of business is service. The sole purpose of advertising is explaining the service which business renders.