It was not but a few weeks ago that I found myself without power due to a heavy snow/ice storm that swept through the area. The backyard looked like it got hit by a tornado as well with all of the downed branches. At least the gas heater and water heater worked.

The whole city looked quite devastated when I was finally able to get about on the roads. Several hundred thousand people without power and emergencies declared across several states was a staggering thought to grasp. I am now trying not to take electricity for granted.

The point of mentioning such woes on this blog? A few days after the worst was over, I got an e-mail from my car insurance company, Progressive. Surely, it was e-mailed to all Progressive customers in the afflicted areas, but I still found it impressive.

It simply asked if I had been affected by the recent storms. It also let me know that arrangements could be made if undue hardship was going to make it difficult to make my payment on time. I was fine, but I have to admit that this simple act of good customer service left me with a bit of a warm, fuzzy feeling.

Of course companies should behave like this as a matter of service and to maintain a good brand image. However, I have seen many companies falter in this regard, and I am sure you have as well. The rules trumping decent treatment of the most important people to your brand, your loyal base. My hat is off to Progressive for doing what was right; not only for the sake of image, but for the sake of their customers.