The software was Dreamweaver (for building websites), and I’d bought it from a mail-order source. When I thought about it, however, I didn’t remember the software’s actually arriving, and I certainly didn’t recall my installing it. Had the software self-immolated en route via FedEx? I combed through my box of software—nope, nothing in there, either.
I contacted the mail-order folks. They confirmed I should have received Dreamweaver (they even had the waybill number) and suggested I call Adobe. My heart sank a little, because I was woefully familiar with Adobe’s obsession with security codes. But, desperate, I rang them up anyway.
Spectacular news!! I didn’t sit on hold for more than a couple of minutes. They found my account right away, had my security code at their fingertips, and offered to send me a replacement disc for a mere $20 plus shipping.
Feeling as though I’d just won the nerd lottery, I was transformed from a reluctant Adobe user into a huge fan. I think the secret to this success was built on one simple platform: Under-promise and over-deliver.