Actually, "
Customers for Life: how to turn a one-time buyer into a life-time customer" was written by a car dealer in the USA who grasped that providing excellent customer service is in fact a successful business strategy. Instead of squeezing every penny from each sucker that wanders in, leaving them annoyed and heading elsewhere next time, he found that keeping the customer happy makes them come back. Yah, really. Startling idea. The
average customer in his dealership in one sample month had already spent upwards of $300,000 in his business.
ETA: I'm not suggesting altruism. I'm suggesting buttering up the customer with the moolah that is paying for the next staff party.