I had someone make a comment about my Customer Service post on t-shirtforums who thought that I was sending my employee on a plane to deliver ONE t-shirt.
So just to clear it up, it was an order of 100 printed tees for a band that needed them in time for an important gig! This band is a valued repeat customer of mine, so it's important to look at the lifetime value of the customer. The real cost at stake was not only all the purchases that they will make in the future (about 2 per year, growing consecutively) but also the damage that could have been caused to my brand's reputation. I target Australian rock bands, who in my opinion are the second biggest net workers (after mothers!).
They share everything with each other, because bands like to help other bands. This could have resulted in a bad name being spread about my business within the industry.
On top of that, I genuinely didn't want to let these guys down, as this gig meant a lot to them!
Hope that clears things up!
If it had been just 1 t-shirt that was later than I had promised, I would have made it up for it by calling them, apologizing and letting them know, then surprising them with a free extra t-shirt.