Decency is a quality that should be a part of every aspect of our lives. So, it is definitely a component of good customer experience and service.
It's all too easy to let an edge creep into your voice on a phone call or write an email in such a way that the tone can be misread and before you know it, a client feels a level of disrespect and/or lack of regard for his business when s/he becomes a "squeaky wheel."
This reminder came at the perfect time (thank you, Universe!) as I work to find a solution for a particularly challenging client. I keep reminding myself that ultimately it will be valuable knowledge I can share with other clients in the future while, it is hoped, gain the undying devotion of the client!
But, decency, as Tom Peters notes, goes far beyond the customer experience to every facet of your business and your life. If, at the end of the day, I can look in a mirror and honestly say I have conducted myself with decency throughout, it's a great day.