By 'that' I mean, make the delivery that night by driving a couple hours out of their way after hours. The idea of 'kill yourself satisfying customers' is defin

By 'that' I mean, make the delivery that night by driving a couple hours out of their way after hours. The idea of 'kill yourself satisfying customers' is definitely opposed to 'never go out of your way for a customer', but the middle ground is 'make an effort to do something to help customers and leave them happy, but don't do things that will actually hurt you (the company/employees)'. In this case the middle ground would have been more like tweet back to her promising delivery the next day, deliver the next day, and is likely to have the best overall result - employees not pissed off/miserable, customer still feels that they got taken care of by getting next day delivery instead of two weeks later.