Chip, what a great story, and analysis of service. My favorite part: "Service works when it enriches exchanges. Customers feel valued when the experience a service provider delivers something special to the encounter. But generous must be coupled with conscientiousness or it turns contentment into caution. And, a generous heart without an enthusiastic spirit risks leaving customers believing they have received a gesture without importance and a gift without worth."

Thank you for enriching my thought process today on the concept of service.