Dickeson--Warm Fuzzies vs. Cold Pricklies

It's the triumph of the Warm Fuzzies over the Cold Pricklies. If commercial printing is a service business, as I believe it to be, then every POC (point of contact) with a customer had better be warm and fuzzy—as courteous, helpful and attentive as possible. Pick up the phone and dial your own company number. What's the response? Warm fuzzy or cold prickly?