Crisis control

I agree with the advice on repairing the damage with the client.  It’s not the problem, that’s the problem, it’s how you deal with it.  No business service or product is perfect, therefore there are bound to be mistakes.  Strong and regular communication with the customer, in times of problems, helps build a bond between you and your customer. 

Some of the biggest endorsers of our brand and service are the customers where there have been some issues with the initial business relationship implementation.  Swift and effective communication, and appeasing tokens, have resulted in a better customer/supplier relationship, interestingly more so than if the deal just went smoothly from start to finish.

That’s not to say that it works that way always, you should strive for total quality management.  But a crisis management plan doesn’t hurt either!