As for me. Relationships are made and to be kept by simply doing what it takes to make the customer happy. I dont believe the customer is always right. But I do believe if they are happy it will trump being right. So I personally rise to the challenges I meet to asure my customers are happy. And in doing so I receive at least 30% of my yearly business by referral. My thoughts are its not how many customers I can get. But I focus on keeping them by building a strong relationship with each customer. Our return rate is over 45%.