Sorry, wasn't clear, let me elaborate: prior to the Director of Purchasing at $CUSTOMER deciding to award $COMPANY a $300,000 a year account, Bob Smith (who hap

Sorry, wasn't clear, let me elaborate: prior to the Director of Purchasing at $CUSTOMER deciding to award $COMPANY a $300,000 a year account, Bob Smith (who happens to be DoP at $CUSTOMER when not doting on his daughter) was in a bind with regards to shipping time frames on birthday balloons, and Cindy (a lovely lady who makes $10.50 an hour and whose good days were best described as "the ones ending in Y") overrode the computer's heuristics for shipping methods, shipped $25 of balloons in a $50 envelope, and called the warehouse personally to make sure it ended up on the very last van for delivery in time for the birthday the following day. Working in seasonal order entry is a very cruddy job, by the way, but I'll give it to $COMPANY: they genuinely believed and practiced all the words that everyone repeats about customer satisfaction.