Sat, 2008-01-05 14:45.
if you work in customer service, and your company just shipped a damaged product to a customer, don't tell the customer "why don't you ship it back, and we'll check it out. if it proves defective then we'll replace it."
you just called me a liar. that's a good way to make me want to shop somewhere else.
seth godin. want to convert a customer for life? be amazing in an unexpected way.