One thing I noticed was that when the economy is humming and everyone is comfortable, customer service gets worse. There's no reason to provide it because there will be another willing customer to take your place if you walk away. Then when things go south, it's an inexpensive way to attract customers over competitors.
Back before the housing bubble, I called a couple of contractors to remodel a bathroom. Of the ones who returned my calls, all but one threw out ridiculously high quotes or just never got back to me. The one that did said he could do it for a reasonable amount, but I'd have to be flexible with my timetable as he would fit it in with the bigger jobs. Two years later, contractors were dropping "No job too big or small" flyers in my mailbox.