Late in the last century a business author named Tom Peters wrote a monster bestseller entitled "In Search of Excellence". One of the ideas he defined was the "Wow Factor". Simply put, it describes any business transaction in which the vendor does such an unexpectedly superb job that the customer almost involuntarily has to say, "Wow". I have said "Wow" every single time I have done business with Queensboro. Their uncompromising and almost nutty commitment to exceptional customer care never ceases to amaze me.