What does your product really mean to the people who buy it?
In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
If they're going to remember the problem, make sure they remember it fondly.
Be confident enough to encourage confidence in others.
Silent customers can be deadly. Encourage them to complain.
Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.