Jan:

Another source for ideas on pro-active customer service is Herb
Kelleher's account of Southwest Airlines, titled "Nuts!"  Along with
empowering the customer in a variety of ways, Kelleher (the founder
and current president of Southwest) also looked for ways to give
great customer service to his employees.

Just an idea.

Rich Johnson
Director of Marketing
Cotton Expressions
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http://www.cottonexpress.com