This is easy. I was on vacation and went thru a tiny little town in Oklahoma. We stayed in this quaint little lodge called AmericInn. The lady behind the desk, Lisa, was so nice and went out of her way to help us in whatever we needed. That day, the weather was very bad, and we were terrified that there would be a tornado. She told us she had lived there her entire life, and that she knew we were scared, and to stay up there with her if it made us feel better. She got us tea to drink, and sat with us till the storms had passed, way after her shift had ended. That is why we keep going back year after year. She made us feel like she really cared about us. That's the secret to great customer service. That the rep care about their customers. :)