I believe in "support your LDS" ... but that's in large part because my LDS of choice believes in "support your customers". It's a husband and wife ownership, and they're both just great to deal with. They carry a lot of what I want to buy ... and if I buy something on the internet that they don't carry, rather than be upset about it they ask me to bring it in so they can check it out and see if it's something they'd want to carry. And they have some innovative programs that offer service value to their customers. For example, I own 11 regs, and I get them serviced there. I could do it myself ... but I don't really have the time ... and they send me notices when each of my regs is due for service, so I don't have to keep track of that. I get an "all you can use" nitrox deal through the shop that usually works out to less than $5 per fill over the course of a year. And they give me deals on student rental equipment, which often works out to sales when my students decide to buy. But perhaps most important, they communicate well. If they're working on a piece of my gear and encounter something unexpected, I'll get a text message to call the shop. They'll tell me what they found, discuss options, and expedite whatever we agree to. They LISTEN to their customers ... and don't assume they know more about what you want than you do.
When I go in there it's like visiting friends. Even when they're busy ... which is usually ... they'll find a way to make you feel welcome. And sure, sometimes it costs a little more to buy from them. But I don't mind ... it's in my best interest to help them stay successful. In a region where there's lots of competition, they have managed to build a very loyal customer base. Their business model is simple ... "you take care of me and I take care of you".
That's how it should be ...
... Bob (Grateful Diver)