You are in a meeting with some of your companys more junior managers. After the discussion about the special services and custom product and delivery expectations of some customers and going the extra mile for the customer one manager comments we need to do that because the customer is always right. You are in the business of providing products to home builders and are getting many requests for non-standard paint colors. You are also seeing many special requests for job site deliveries at difficult to reach locations and very narrow delivery time windows causing much extra wait time for your trucks and drivers.

1. What are the key concerns related to excessive focus on nonfinancial customer metrics such as customer loyalty and satisfaction?