In many threads here I have read the term "quality customer support". I just wonder what this term means to you? What are the particular (and perhaps even measurable) parameters of the quality that you as a web host follow?
Quality customer support includes several factors to me. I want support that is friendly and helpful. I also look for easy ways to contact customer support as well as toll free contact numbers. In addition, I think we all want a fast response time and relatively quick resolution of any problems.
One of my guys said on a Saturday it was all about making the customer feel 'all fluffy inside'.
Putting a smile on their face, making them feel valued and safe with your company.
Keeping them updated while there is an issue and you'll gain their long term trust. You can be assured then with any half-decent person they will be patient in times of adversity...simply because they trust you.