When my mother-in-law’s car broke down, we had it towed home and started the process of finding someone to come and fix it. We were given a business referral. They came out but advised that the car needed to go to the service centre to be fixed. Not unusual, but in these current Covid conditions it was concerning – risk factors, close contacts, getting the car there and back again. But the company listened. They picked up the car, fixed the issue and delivered it back the next day. Are you listening to the needs of your customers? Have you given your employees permission to go above and beyond to deliver excellent customer service? Do you adapt your service standards when required within reason? What can we as business owners do to make it easy for customers to do business with us and leave them with a memorable customer experience?