"I pride myself on good customer service" How often do you hear that and then are let down?  I wouldn't be able to say that if I didn't mean it.  All my customers know that I will be there if they have any questions or concerns, that's how I build customer loyalty.  When I meet with a prospect for the first time I tell them we may not be the least expensive payroll company but you will receive excellent customer service that isn't out sourced.  Your payroll specialist knows who you are when you call and you won't be on hold for 30-45 mins.  Our company policy for return phone call messages is within 2 hours the same day unless it's after hours.