The document is a presentation about customer service given to the Florida Petroleum Marketers Association by Larry Miller. It discusses why customers leave (68% due to bad employee attitude or lack of respect) and why customer service is important (customers have choices and high expectations). Miller introduces the concept of "G.U.S.T.O." which stands for five basic steps of customer service. He then shares eight lessons on servicing the customer effectively. The presentation emphasizes treating employees and customers well to provide great customer service and grow one's business.