I think that different personalities of people (the customer) require different levels of customer service from the retailer. I found out that the Ford Motor Company customer service department wasn't near what I figured it was after buying a $55,000 lemon dually( and I'm not talking about the color).....they kept fixing it BUT weren't real fun to deal with! I liked the product and nobody held a gun to my head and made me buy it, but will I buy another Ford...I don't know? If they build another high end pickup that I really like the looks of, I might, even though I know what I'm looking at if something goes wrong. That's not to say a pickup of another breed couldn't do the same thing. If I would have bought a used vehicle from my small town used car dealer that I see every time I drive in town, then that might be a different story.
The cattle business is not much different. Many of the high end cattle buyers just want the product and would just as soon the retailer stay away unless asked, not necessarily out of rudeness, but because they're not after the service as much as they are the quality of product. Then there's the other end of the spectrum with maybe a newcomer wanting as much help and "stroking" as can be provided, and there are many customers that might be in between these two examples.
Having started on the bottom rung of the ladder, I can honestly say I've a couple torn rotator cuffs and ruptured discs in my back that have came from many years of "customer service". However, the longer I'm in the business and the higher up the ladder,(and the more my body hurts when I crawl out of bed every morning) I notice my "customer service" dwindling to friendly advice and phone calls and not keeping up with that as well as I should!
Personally, I would rather the product I'm buying be what the seller says it is, whether it be pedigree's, breeding dates, semen quality, or etc., and not worry about the Christmas cards or phone calls. Don't get me wrong, I enjoy them and commend anyone who does this, BUT its the product you buy that you have to live with....not the seller. It's no coincidence that some of the BEST cattle in the world are owned by some of the biggest JERKS in the world, and yet people still flock to buy their product.