Proper Customer Service, two stories

First, my own experience:
I ordered some silver from Montana Rarities a few weeks ago. An extra piece arrived with the order, and I emailed the owner to find out what he wanted to do. He eventually got back to me, apologized for the delay (it's been busy in the PM market), and suggested a couple options. Perfect.

Second example, from the Larue forum on Arfcom:
Guy buys a used Larue scope mount on a classified ad. It arrives and looks hinky. He posts pictures, asks, "is this real?" and waits. Less than two hours later, the company owner pops in, declares it counterfeit, and offers him a new-in-box exchange for the counterfeit so his flying monkeys can work over the fake.

What's the common thread? Meeting (and exceeding) expectations. Montana Rarities isn't the cheapest silver seller on the 'net; they seem to be $0.50-$1.00 higher per ounce than the big shops - but the owner answers the phone and his emails. Larue charges dearly for their products, but they stand behind them - and even behind products that aren't theirs.

Yes, a Larue bipod and mount is still on my wish list.