At Wal-Mart, the company receives letters daily from customers pleased with their encounter, which may include an associate who remembers their name or carries out purchase for them. Some customers write letters in appreciation of a simple smile. The diversity feature, Beyond essibility: Finally, since the buyer must be present in order for at least of the service to be performed, consumers invest time. This places a premium on the ed of delivery and the importance of correct performance the first time. For example, satction with automobile repair services depends largely on whether the car is ready when omised.