2007-Feb-19 Seven steps to remarkable customer service
From The Joel on Software Translation Project
Original article: http://joelonsoftware.com/articles/customerservice.html
"Now I was fuming. Squiggly lines were coming up out of my head. I was a half hour late to work and had to go to the locksmith for a third time. I was tempted just to give up on him. But I decided to give this loser one more chance."