Congrats to PHATS in that case! To you too, Brad...
Customer Service is so important that some sales I've made have been this simple:
<Phone Rings>
ME: 2much, how can I help you?
HIM: You answered the phone...
ME: Yes I did, this is Greg. Can I help you?
HIM: How long would it take to set my site up with your software?
ME: Less than a week after your DNS is pointing to us.
HI: Give me your name servers.
</Phone Rings>
That is a word-for-word quote - he was sick of tech issues getting two, three day responses, urgent or not... and then his server went down, with the same response... so he got on the phone and poof - we gotta new client.