This evening a customer took the trouble to ring me to talk about a book I had sent him last week (he did try yesterday, but I was in the pub watching The Clangers).
He is in his 80s and isn't too comfortable with the Internet. He uses the public library when he needs to go on-line, but on the whole his daughter finds him books on-line and places the orders. He remarked on how souless the experience was - often books arrive inadequately packaged and without even a shipping manifest. He seemed to think that me doing as a simple thing as enclosing a postcard wishing him enjoyment of the book was something special!
Well, I agree with him that buying on-line can be soulless. But it works both ways. It's very pleasing to have a customer send an e-mail of thanks or to ring. So thank you to those of you do.