I mentioned the other day (in the context of RSS feeds, actually) that power is shifting toward the customer. Well - here's a great example of that. Thomas Hawk had a bad experience with a company, and posted about it. The vendor squealed like a stuck pig, but then something different happened - they apologized, and the main squealer got canned.

This is a huge lesson in this for every outfit that sells a product or service - if you under-deliver or over-price, customers now have a soapbox - complete with amplifier - with which to make an example out of you. If you didn't think that the customer was king before, it's time to start believing it.