You just have to get the first deal through, and then you get a "steady eddie". Customer service does make a difference and that is the ace in the hole a small operator has over a yard. I open for customers any day any time, just call and I will accommodate them. For sellers that drive a long haul, a 1-2 hour yard wait is no fun ( a busy yard is stressful to boot). I have even paid for meals and motel rooms. It brings them back!! and I really do appreciate the business. Keep talking to them, that is the key to creating new relationships..even if this deal does not fly this time, keep up the contact.
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