Providing excellent service doesn’t mean that you have to respond immediately. What your customers really need is predictable response, not instant response.
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I applaud the points presented here. A quality response indeed matters, but it does not necessarily follow that it needs to be immediate. I, myself, am also guilty of needing an immediate response in almost anything but after thinking over the ideas written here, I now deem it equally or even more important for such response to be excellent rather than just quick.