This might be a long post, but I've got a relevant story here.
Having bad customer service will cost a place money. When my wife and I decided to get carry permits, I started researching guns for us to carry and where we wanted to take the class. I ended up at gun store A (not a chain) that had an indoor range, they offered the class, they had guns and ammo in stock...the whole nine yards. They also had the gun I was looking for in stock. I checked around and found that a guy who owned store B...about 45 minutes further away...could order me the gun for about $50 less. I went into store A and asked the owner, "If I get a range membership for me and my wife, buy 1000 rounds of ammo, holster, and sign us both up for the carry class, would you sell me that gun for $50 less than the price you have it marked?" I honestly don't think I was being unreasonable. His answer was, "Nope." And that was the end of it. When I went to store B and asked him to order the gun and told him that my wife and I were signing up for the carry class (which he didn't offer), he said he was glad to hear it and didn't charge me for shipping the gun. He had my business until he closed his doors...about 12 guns over 2 years. And I have told dozens of people this story and they've all avoided store A. I might not have been so torqued about the whole thing if the guy hadn't just given me a "Nope" without any sort of care one way or the other. Even if it had been, "I'm sorry, I just can't do it", I at least wouldn't have left with such a bad taste for the place. I guess he had plenty of other business to count on.
The bottom line is, I will be loyal to a place, and the will get my money, if they treat me like they want my business.