This simple act establishes a vital connection between the business and the customer by making the customer feel special. The last dimension of customer service is Responsiveness, the willingness to help customers promptly, to get things done for the customer in a timely fashion, especially when there has been a problem. Preferably a solution with no additional cost and minimal inconvenience. Here's a loaner for the night. Virtually all the oft-cited examples of Nordstrom's legendary service are examples of responsiveness to some type of customer problem.
Mistakes are inevitable, but how they are fixed is a key factor in maintaining customer loyalty.
In today's competitive environment, small businesses have to provide exceptional service the very first time, or risk losing a customer forever.