Who Stands at the Point of Production?

My first thought was that the gifts I handed out had made a difference, but I was wrong. During a routine call, the customer service rep said she just had to tell me what an impression my visit had made. The staff was happy to do more for my company’s catalogs because I’d made an effort to recognize everyone and thank them for their hard work. The gifts were nice, she said, but a smiling, noncomplaining and thankful customer was such a rarity that people there were looking forward to our next catalog run.