Do Your Customers Think You’re Incompetent?

Fairfield, Conn. is a classic bedroom community, with a large concentration of businesspeople who commute five days a week into New York. On Saturdays, however, downtown Fairfield is very crowded with shoppers, and it’s often difficult to find a parking spot. So a few years ago, a local bank began offering free parking. Just come into the bank for any transaction on Saturday morning and you can park in the bank’s lot for two hours without charge. One Saturday, an executive parked in the bank’s lot, ran a couple of errands and did a bit of shopping, then 90 minutes

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