Seth Godin’s blog alerted me of a very disturbing situation recently.

The issue: returned mail
The problem: insufficient postage
The magnitude: 1 penny short
The take-away: customer service handled improperly (in my view)

I must admit that I wasn’t overly surprised to hear about Megan’s recent postal nightmare, as I have had similar run-ins with Canada Post (although not specifically due to postage). 

Businesses can learn a lesson from this, in my mind.  I think Seth raises a great point: “…The best thing a marketer can do is have the attitude that customers deserve a little slack now and then.”

Just think, if all of the customer service facing (and non-facing) individuals that we as consumers interact with believed in this, we’d be much happier people with a lot more pennies in our pockets, pehaps.

darren