Earlier this week, I took my car to my local Infiniti dealership (Pearson Infiniti on Broad Street, Richmond) to get a recalled part fixed.  As I pulled in under the Service area port, I noticed that the service technician was on the phone.  As another technician pulled up my case, he asked if I was in there for a state inspection and also to replace one of the bulbs on the Left side Head-light circuitry.  I was taken aback, because all I had brought the car in was for the part to be replaced.  Turns out, the first technician (the one on the phone) watched me pull up under the car port (they have big glass windows in their offices) and having noticed these other defects, promptly added them to my case.  Imagine that, someone actually anticipating your needs before you even know about them.  That is what I call hyper-service.  I drove off in my loaner car a very satisfied customer who will probably continue to stay an Infiniti customer.
As the economy takes a nose-dive, its small acts like this - anticipating customer needs instead of simply reacting to them that will distinguish the winners (or just plain survivors) from the also-rans.  At Spinnaker Edge, we strive to perform at this level.  Stay small, but intensely focused on providing hyper-service to our customers.