well thanks for those kind words chub
i try hard to do a decent job for Mr Customer and my company as well. I suppose since i'm representing the manufacturer through the company i work for i strive to give Mr customer the best service i can give, being fair across the board in the process.
I've seen alot of service managers come and go in my years working for Hyster, Cat and Yale, some good and some not having a clue about a lift or even the business in general.
I eventually learned to get to know them and how they want things to be (what their adjenda is), and adapt to what they want (if possible) and work from there.

I guess in this ever changing business no matter who you work for you have to learn how to adapt to your surroundings but in the long run the most important thing is to stick to YOUR game plan and keep Mr customer #1 priority, because its Mr Customer that your performing the service for and in my eyes thats more important than anything else jobwise, and Mr Customer sees this as well ;o)
When we get a service call and the customer asks for me specifically by name? that tells me something, i must be doing something right ;o)