Seth Godin is a businessman and author who has written books with unique titles such as, "Purple Cow" and "Meatball Sundae". He also writes a blog that I read regularly. Check out what he wrote recently about customer service here.
That reminds me of something I heard Perry Noble say once about first impressions of church. He talked about how as church leaders we always want to be sure that everything goes well on big Sundays like Easter or close to Christmas. We do that in order to make a good first impression for guests. Then he said, "we remind ourselves that every Sunday is somebodys first visit to our church."
We get one shot at that first impression and, we should prepare as if every week is Easter, or as Seth Godin says, "you can't have a bad table."