after-sales service

Here's a topic I'd like to get a few opinions on: after-sales service. Recently a representative of a well-known yacht yard told me she and her colleagues felt it was more important than ever, considering how many shipyards are vying for the same customers and how some yards unfortunately don't do a good job with customer relations. It got me thinking, too: Since there's no industry standard, what are the factors that make an owner and his team feel the after-sales service they're getting is top-notch?

So: What do you look for in a shipyard when it comes to after-sales service? What have you experienced that has made an impression on you--both good and bad? What's your minimum expectation, and has there ever been a time when a yard exceeded your expectations?