Well, I was a four-year loyal customer with Telus UNTIL last Saturday afternoon.
I came to one Telus store at the Eaton Centre, hoping to find a new cellphone and get another contract renewed. I was interested in two of the phone models, and asked to take a look at one of them. After that, for comparison purpose, I politely asked the representative to show me the other model. What I heard next was extremely surprising. She whispered to me with an atitude of indifference: "Are you gonna buy a phone or not? If not, I cannot open the box and show you another one, because I simply cannot open every box for every customer. You know what I mean?" Seeing me shocked at her response, she REPEATED the sentence again. Then, I replied immediately: "I was coming here to get a new phone. But after hearing what you said, I decide not to buy anything", and walked out.
Then, I quickly turned to the Bell Store upstairs, and had a very caring representative introduce me the high-end phones as well as bring out models to demonstrate. I liked how he presented himself and his company, and I consider the deal a fair one. Hence, I signed a 3-year contract with Bell right there, and got a very nice high-end phone.
In summary, the lesson here is that business IS personal and that how your personnel deals with customers have real consequences on your business bottom line. You can have a heavily invested Research Department, you can have the most advanced products in the market, you can have the most expensive advertising campaign on TV. But all of those efforts can be vain if your front-line personnel treats your customer poorly. In the long term, if your representatives screw your customers, your competitors will screw your company.