What an nice gesture from LaRed!
When I think back of the requests we sent out for interviews for our book, I b
elieve I see a similar pattern: the companies that really strive for implementing Customer Delight are also very fast and accurate in responding to our mails and telephone calls (some even respond immediately -even during weekends and at night-). This indicates that it is more than just lip service.
So to achieve a high level of service, you need more than a mission statement or a well trained sales force. It should be in every molecule of your organisation!