Jeff, my sales rep, did an excellent job, as did the folks who assisted me with loading it into my truck. He also took time to show me some other units which interested me.
The service preparation/delivery group fell down on this one. The bottom of the mower was clogged with grass and mold and the motor oil was less than clean. Granted, this was a low-hour, used, walk behind, but simple, low cost touches do make a difference in customer impressions and satisfaction.