The staff - I don't expect them to be my best friends, but showing a little interest in my projects or going an extra mile to answer questions or find the answer if they don't know it goes a long way with me. At my LQS the staff shows less than zero interest unless there's a potential Bernina sale involved. At the other one the owner spends all her time chatting with her friends while customers stand around and wait. The result is that, while I like to buy locally, most of my quilting $$ goes to the internet.