We have all experienced intimate customer service, like you expect to receive at the Ritz-Carlton? When business owners lose firsthand contact with their customers, the goal of providing intimate service often suffers. A few years ago, my wife and I hired a well-known landscaping service. Despite their quality reputation, it seemed my wife soon had a part-time job communicating our desires to a rotating stream of workers. We finally switched to an owner-operated team — mom, dad, sister, and brother. If we have an important need or request, we can contact them via cell phone, and they respond promptly. Are you confident your associates take care of your customer’s needs the same way you do, as the owner?