For one site I am running, I am doing a few tests (i.e., applying certain internet marketing principles, etc), to see what kinds of results I get.
One of them happens to providing exceptional customer service. I've personally answered a lot of questions, because it is something I am testing out.
I have this one customer, who not only has benefited greatly from the product in less than a month (she's made her money back & then I'd guess about double or triple it within a month, and will probably see 10-15x return the initial price of the product within a year, and is on course to do even better with it. It's basically a 'push-button' solution -- where *literally* all she does is spend 5 minutes a day pushing a button to see results. (I could have made it 100% automated, but wanted people to at least have to push the button)...
Anyways, pretty much all her questions have been answered promptly. Usually within an hour. Obviously she's been pleased with the personal attention. (Customer service BTW is not part of the product/service, nor is it even mentioned/promised/etc in the sales page, etc. It's just what I decided to add on top of it, i.e., after they've purchased).
ANYWAYS... Today. Just as it would happen, it's been LESS than ONE day (I decided to take a short break from answering questions, i.e., I have to eat & sleep)... So today I get a curt, almost bit of slightly annoyed , foot tapping e-mail to the effect of "Geez! Don't you answer my questions? I've been waiting, checking for a response, and mine haven't been answered!"
I find that kind of amusing in a way. Not only has she greatly benefited from the product, but all her questions up until now have been answered very quickly (i.e., usually less than 1 hour). *One* question does not get answered immediately, and in spite of the exceptional service she's receive prior, this is the response I get... what are your thoughts?