Peter Drucker once wrote, “The single most important thing to remember about any enterprise is that there are no results inside its walls. The results of an (organization) are (outside the walls) satisfied customers.” 

When establishing customer policies always put the customer first, and err on the side of service and speed.

Strive to maintain the highest level of expertise and knowledge in that area or specialty where you serve others.  

Respect the time of your customer.  Remember that they had a full day ahead of them before something like their water heart broke.