A case study in customer service management…
1. How to lose customers for life:
Deliver a second expensive package completely wrong, but at least get it at the right house this time. First DHL delivered my Canon 20D to a house down the block from me in January and never asked for a signature even though the box said clearly signature required. Today they delivered my iPod back from being fixed at Apple to my side door, never receiving a signature or leaving a note as to where it was, even though the package had a rather large “signature required” sticker slapped on the front. If my sister hadn’t let the dog out 20 mins ago who knows where the iPod would have ended up.
2. How to keep customers for life:
Send year old iPod with battery life of 30 seconds to Apple to be repaired. Receive by overnight mail a *brand-spanking-new* and obviously fully working iPod in three days. Apple, I heart you.