Amazon anecdote: I bought a very expensive Canon 70-200mm lens for my camera on a Thursday afternoon. I had the lens shipped overnight so that I could use it for a weightlifting meet to be held that Sunday. Unfortunately, amazon.com informed me, the item did not ship until Friday, which meant I would not get my product until Monday - This, for obvious reasons, was unacceptable.

So I emailed amazon. Twenty minutes later I got a CALL from Executive Customer Relations and they spoke in great detail about how they would ASSURE me I would get my product with Saturday delivery. They canceled the existing order mid-shipment and sent out another one with Saturday delivery AND killed the exuberant shipping charge. I got my product in time to use that Sunday and I was a happy camper.

That, my friends, is how you kick ass at business.