Well Mikemann, CRM softwares don't solve anything. They assist in CRM issues... CRM is a philosophy and culture businesses today have to adopt in order to attract and retain customers... If you have the right mindset on how to go about with your customers, you don't need CRM software at all (I tried the CRM function in Microsoft Business Solution-Navision, it's kinda rigid)
About the customer service at Swee Lee, I guess that is pretty natural. Sometimes they have the right people to serve you, sometimes they don't. Remember that it's not a guitar store (ie Davis), but a musical instruments store (ie Yamaha, but Yamaha is a music sch as well). They have loads of other things to attend to. Maybe they should have customer feedback?
I guess the strong control Swee Lee has over the local market has a backlash effect on themselves... No strong competition, hence the inconsistency in customer service... Lying in their laurels.. hmmph!