Seth says it much better than I do

That's why I read his blog every day.

Here is his guidance on customer service. I especially like the point on responding to customers who have taken time out of their very busy lives to contact you. That's a free marketing touchpoint, and it shocks me the number of companies that blow it. Perhaps its time that those touchpoints go to the marketing department instead of the so-called customer service department.

I wonder if Fathead is reading it :)