Crane: The death spiral of customer service

I am a good and loyal customer. If I receive a good product or service, at a fair price, from a retailer, vendor, or contractor, I keep coming back for more. It's called Customer Loyalty, and for enterprises who understand that, it's perhaps the greatest dividend from investments made in solid customer service. My last three cars have each been a Kia Sportage, all three purchased at Bulldog Kia…