If they're going to remember the problem, make sure they remember it fondly.
Employees are the key to your success with customers. Treat them well!
Quality is more than a promise, it's genuine performance.
Money has a fixed value. People can have unlimited value.
Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.
Good customers want good quality service. Great customers want it even more.