why clients care about the quality of customer service provided to them?

·	the quality of customer service determines their mood -> good attendance to their needs boosts it (flatters their self-regard)
·	great mood makes them spend more money
·	where they feel expected and respected - they buy (order a service)
·	they are always inclined to share good impressions with their family, friends and colleagues
·	they avoid places where they are not expected and fail to get respect, and frequently, advise others to stay away from such places

·	it costs five times more to get a new customer than to keep an existing one
·	one unhappy customer will tell six other people of their bad experience with service