The value of the follow up

I once placed an order through a small online retailer. I got my confirmation e-mail, but then nothing for two days. Since I didn't know when to expect my shipment, I called the company. I couldn't get anyone on the phone, but I did receive an e-mail from customer support after a day or so. They told me my order would ship the next day. Nice to know, but unfortunately too late to save the brand.