You do something wrong. The get mad. You apologize and try to fix the problem, make nice, and hope they don't go someplace else next time. Sure you do. You already have it.
Insurance costs a little extra.
Here's what that means. Now you have to react, respond and recover from the mistake. When you're done your dance of apology and making amends. That's when the customer starts talking. They will say something good, nothing or something bad about you, depending on what you said, how you said it, what you did, and how you did it.