Yesterday a buddy and I made our annual spring shopping trip to Amish country. Among the things I bought was a Victorio food mill. I've wanted one for awhile, and the price was right.
When I got home I discovered that the wrong screen had been packed in the box. It's supposed to come with the tomato/apple screen, and the berry screen had been put in instead.
I emailed Victorio explaining the problem, and asking what to do about it. In just two hours I recieved an email back, apologizing for the error, and asking for my mailing address so they could send out the proper screen. And I get to keep the berry screen as well.
As I've always said, it isn't a matter of mistakes being made. That's why we have erasers and delete keys. The real question is: What happens when things go awry? That's how you measure customer service. And, so far, Victorio scores an A+ with me.