In this edition of Thinking Out Loud, George and Joan discuss how the little details of customer service can make all the difference. George kicks it off talking about Best Buy's Geek Squad and an experience his co-worker Andy Havens (the voice of the narrator in George and Joan's Library Carol podcast) related to him recently. Joan has stories to tell about recent expeditions to IKEA and the California DMV and what went right and what went wrong. Are there lessons in their tales for libraries? Absolutely!