Keep 'em Happy.

I just received an email from my internet provider, Exetel;

"From January 1st 2007 the 12 midnight to 12 noon period allowance will increase from 32 gb to 36 gb.

No current or applying user has to do anything to benefit from this increase."

Are they simply passing on a saving? I'm sure. Could they have charged extra for this? You betcha. And I've received more than a few of these emails over the past year.

What was more important; the quick buck from charging for downloads, or the ongoing goodwill from telling your customers "Yep, we see you, we value you, and we're going to keep on trying to give you the best value service we can. We don't care if we've already got your money, we're going to try as hard to keep you as we did to get you in the first place."

At last, a company that understands the second part of "Customer Relationship".

(But don't get me started on Optus.)