37signals: The customer doesn't care who's fault it is

"MattH" (Matt Linderman, perhaps?) of 37signals does a bang-up job talking about customer satisfaction:

In the end, the customer doesn’t care who’s fault it is. They just want the problem fixed. And if it’s not fixed, the entire chain of companies involved suffers. So it’s neat when a company takes responsibility for something that’s normally considered out of scope.

And check out this comment:

I don’t know how many times I’ve tried to explain to that companies from telcos, to custom application development shops, to HVAC repair shops. The bottom line is that when a customer calls they expect services, answers, and solutions not buck passing or excuses.