I see it time and time again.  Business that have been doing it so long, that you are stuck.  And as a bookkeeper I will continue to say your numbers don't lie.  Do you have repeat customers?  Do customers refer you?  These are 2 things that can help you identify if you are given good customer service, because people who like enjoy your products/service will continue to come back for their customer experience, not customer service.  Be a Chick-fil-A in a world of McDonald's.