The Complete Package

After many years of faithful service, our oven decided to shuffle off its mortal coil - that means it died, if you didn't study Shakespeare or Monty Python!
My daughter, of course, immediately found me a load of Internet sites selling built-in ovens, and pointed me at them. The initial prices looked attractive, but as I delved deeper I realised the total cost was  much higher. You see, I want someone to remove the old one (it's heavy and wired in), take it away, deliver the new one and fit it. Preferably all in one go, rather than the usual five visits you have to organise, because no-one can ever tell you when something is going to be delivered.
Down in Spain, when our washing-machine decided to wash the floor rather than the clothes in it, the local electrical goods company delivered the  new one and refused to leave until they had fitted it and proved it was working. Here in the UK, you normally have to ring up several different people and get things coordinated (never works) or do it yourself. Fitting a washing-machine is easy. Lifting a bloody great oven into the cupboard is not something I particularly fancy doing with a dodgy back.
So, what was the solution? The cheapo internet option plus assorted phone calls - no. The local shop, which has organised everything  and actually works out a wee bit more expensive, but a darned sight more convenient  - yes.
Now, that's what I mena by a service mentality - look at what the end-user wants and deliver it - all of it.