Are you being served

It does not matter what restaurant I like, but if the service quality of even my favorite one is bad - they loose repeat business from me.
This holds true for any product, not only dine-in places. Unfortunately, client servicing is the most "taken for granted" aspect of several businesses. Now that's more cultural than by design. Taking stock of what customers want, listening to them and acting on their inputs is the most crucial bit.

This is what separates the men from the boys, if you will :

1. Product
2. Sales
3. Service

Weakness on any of these dimensions makes a business vulnerable to loosing share of wallet or even market to competition.