It's not what you do it's the way that you do it

Around ten days ago I ordered some document wallets from Viking Direct. When they hadn't arrived in the stated time I called to see what was up. A very professional member of their staff apologised and assured me they would be with my the next day. I waited another couple of days and called again. Another very professional member of their staff apologised again and offered to send me a gift by way of apology while undertaking to get them to me the next day. When they yet again didn't arrive I called once more. Another very professional member of their staff explained that it was the carrier who had been unable to deliver because the driver couldn't find our house.

This morning another very professional member of their staff contacted me to see if the package had arrived. As she was speaking to me a white van pulled up outside the house with my wallets and a very useful mini socket screwdriver set and a driver who couldn't understand how his colleague had found it so hard to find us!

The point of this story is that Viking dealt with it so well. All of their staff were grown ups who were really trying to be helpful each time I had contact with them. Despite the fact that the item was inexpensive and not worth a great deal to them in terms of business they invested effort in it that would put other vendors to shame.