It was a pleasure yesterday to take my car to a small repair shop that runs on high levels of customer service. The father-son team that runs the place competes against all sizes; in fact, I would guess most of their competitors are much larger. But I’ve known many to refer friends to the shop. In fact, I was referred myself, and will no doubt return the next time something threatens to fall off my car.
 
I left with a fixed car, a sense of trust and more money than expected left in my pocket, a rare combination these days on the way out of an auto repair shop. It was a nice reminder of the importance of a positive customer experience each and every time a customer sets foot in your shop.
 
While customer service is important in both boom and bust times, it could be …