Are you doing only what you must or doing all you can?
No one ever delighted a customer by being 'good enough'.
Everything ordinary has the potential to be extraordinary.
If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.
If you turn your back on a customer, you turn your back on success.
When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).