I sent a DVD to Netflix this weekend and the next shipment was delayed by Monday’s much-publicized outage. Today, I got an e-mail apologizing and offering a 5% rebate on my monthly fee (i.e., for the day that they were down). It’s like a buck, but it placates me.
It’s amazing how much customer goodwill can be generated with such a little bit of effort. I will never understand companies that think infuriating the customer is good business.