Devoted to customer service and the principles of exceptional customer services

I must pass on something profound that Bill Gammell of the ÜberEye Marketing Blog said in a post titled "Humanness":

The more personal and human interactions that customers have with your company, the more forgiveness they are willing to show, the more passionate they will be with your cause and the more affection they will feel towards your company.

We're all human, we all make mistakes and customers know this.  When something goes wrong, I feel more compassion for companies who have treated me good in the past and who own up to those mistakes.  That shows me that you are human and not just some corporate zombie who only cares about the numbers.