Great Customer Service (Timbuk2 Style).
A small company's CEO adds a comment to a blogpost about the excellent customer service that the blogger had received in response to a complaint. You can and should read the full story here.
Real people treating customers as they would like to be treated and reaping a whole mess of word of mouth in the process. Give your staff the confidence to act like this and your customers will do your marketing for you. Break the rules that should be broken.
Addendum: In light of some linkage problems here is the complaint
and Timbuk2's response.
(Via Adriana's del.ici.ous)