Do you really want to impress a major customer with your brand of delight and amaze? If you are a senior executive or the head of customer service, give a major customer your personal cell phone number and tell them that you are reachable anytime. Your problems are their problems. How many of your competitors do this? If the Division President knew that you were doing this, what would this executive think of you? Do you just want to meet customer expectations? If so, you're not competitive enough and you're missing out on the joy of building long term relationships with important customers.