Ironically, the most fanatically apostle customers were the ones that had the biggest problems—catastrophic failures. It was during those times that we showed our mettle. We had a funny saying about it: “When you save someone from drowning, they quickly forget that you were the one that pushed them into the pool in the first place…
http://scott.a16z.com/2011/10/05/looking-bigger/
Great quote from the story about how IronPort grew into their shoes. Giving your customers outstanding service should always be considered a marketing expense, never an afterthought.
Source: scott.a16z.com
