As noted in the other HN thread, this is a great example of taking time out to help a customer that's having a tough time and reaping a reward.
But.
While it can be great to have a general philosophy of "always provide the best customer service possible, even at 2am, no matter the customer," a great CEO will need to act based on the realities of their business situation -- informed by these philosophies, but not locked down by them.
I agree that in the context of business you should always be as nice as possible, no matter how difficult of a time you're having with someone. But some customers aren't the right customers for your business, and they should be guided elsewhere.
But.
While it can be great to have a general philosophy of "always provide the best customer service possible, even at 2am, no matter the customer," a great CEO will need to act based on the realities of their business situation -- informed by these philosophies, but not locked down by them.
I agree that in the context of business you should always be as nice as possible, no matter how difficult of a time you're having with someone. But some customers aren't the right customers for your business, and they should be guided elsewhere.