"... a cautionary tale. It's always easier to make a promise than it is to keep one, and if you're not careful, it compounds.", from Seth Godin's Blog

This article fascinated me.  We have to learn to be better to our clients and support them 100%, from taking the call, to making sure they have received the completed service--in their eyes, not in your eyes. Are we satisfying other needs today, or are we passing the buck by saying, "I don't handle that", "I don't know how to do that", "I'll have so and so call you back", then we drop the ball. If you don't handle it, why not take an extra step and make sure that whoever does, will do it. You can put a reminder in your Outlook Tasks to remind you to ask them later if they followed-up.  If you don't know how to do it, make sure you learn how or find a solution.  With search engine cababilities, we can find solutions to everything.  In my work, if I don't know how to do something, or I've forgetten how, I Google it. If you have to have someone else call them back, know who that is going to be, and again, you follow-up.  Why not call the client back yourself and be sure they haven't received the service they were looking for.  We need make sure we follow-through to make sure the client is satisfied right till the end.

http://sethgodin.typepad.com/seths_blog/2011/03/cascade-of-broken-promises.html