Service, GOOD service is what keeps my biz. I might not always have the money when I want to place an order, so I wait until I do have the money, but if I get a good product and good service, I'm loyal, and boisterous about the good service. Word of mouth goes WAY farther than any ad, IMO.
There were a couple sites that when I called their customer service, they were way less than helpful, acted like I was interrupting something, and didn't take the time to make SURE that all my questions were answered to my satisfaction. A couple of them acted like they really didn't care if I spent my money with them or someone else, so I took my money to the places that did care. I can't remember the names of those sites because I don't even go look at them anymore, due to their service.
I spent years working with retail customers, and know what a difference good service can mean. I'm picky about the service. Prices are prices, people have overhead, time, effort, etc that goes into the final price, and I can live with that. BUT in the end, the deciding factor is if they want to put out a little effort (or at least a smile, yes you can hear a smile on the phone) to win my biz. If I don't get good service, someone, somewhere, will be offering what I'm looking for, with good service.
Hugs Karlee in Kansas