Poor service is one of the economy's new challenges. The recession prompted many businesses to cut back on service support, but what was the real effect on the bottom line? It turned out that poor service cost the supplier more than the customer. It is estimated that only four per cent of dissatisfied customers will speak up to complain. The rest just never come back. Reporter Howard Green investigates companies like Cadet, Delta Hotels and Federal Express. In fiscally strained times these companies invested extra money in people and technology to better personalize their services. The results were high customer satisfaction and a boost in profits while other companies withered.