No matter how hard you try to avoid them, in the world of service contracting, mistakes happen. How you respond after the fact, however, makes all the difference.
Mistakes are defined by the customer. It was always important to recover well from a service screw-up. With today’s array of online reviews, it is essential. Even if no mistake was made — no screw-up happened on your end — yet the customer is still being unreasonable, treat it as though you had made a mistake.