Seems like a contradiction, doesn't it. Companies can do a great job on major installations but are remembered for not being able to do minor repairs. But that's the way life is.
Little details have a way of growing up to become big problems.
And a bad reputation for follow-up service will take a bite out of future business and profitability. It was a lady from the hospital, just calling to see if I was OK and asking if the treatment at the hospital was satisfactory. Put someone on the telephone. Nobody likes to ask for trouble, but we need to gather feedback from our customers if we ever expect to serve them in a way which gains us a reputation for quality customer service. This won't be as uncomfortable if we have talk to the customer before, during and after the sale.