A quick comment after another demonstration of what distinguishes good customer service.
I've always said the essence of good customer service is simple; not easy, but also not complicated. And for it to be reflected consistently on every customer contact is the real challenge for management. Instead of trying to explain it, just think of leaving every customer with a positive impression of the company, every time.
TD Waterhouse does that for me. As a discount broker that I use online regularly, I occassionally need to talk to them or meet someone in their office. Always prompt, personal, polite and efficient. The real test is when a problem arises. A transfer request that didn't happen as promised caused me to call today. Even though I started with a complaint, it was quickly corrected and I was again a satisfied customer. Congratulations to TD Waterhouse for continuing to impress me with excellent customer service. I'm a tough critic, but they are the best among all the large companies I know.