[el ess A]

This is not directed at any company or person, this is simply my view on customer satisfaction (or not).

You can be the nicest guy on the planet, but if you fail AFTER the sale when things go south,you can't afford 99% satisfaction. Especially if YOU are that 1% of the customers having an issue. Customers always seem to remember the last contact they had with a company and if that was a good one, they'll be back and tell people. If it was bad, they'll be sure to tell people.

My mantra has always been "Say what you say you'll do, and when you will do it and hold to it". That will get you quality service thumbs up every single time. Plus referrals. Sometimes you can't always do something when you say you'll do it. But if so, don't stay quiet about it. Call the customer ASAP and let them know why you can't make the deadline and let them know when you can. Remember, you're working for each customer like they're the only person that matters.

Being "too busy" should never be an excuse. In fact, customers don't want excuses, they want solutions to their problems in a reasonably timely fashion. To a company, being swamped is a good thing but also a curse. But the customer gives two flips about how busy you are. They want their service/product when they want it, and if you can't provide it, they'll find someone who can.

This isn't to say that some customers aren't a pain to deal with. But if you want their money, you'll have to suck it up beyond reasonable amount that you would if you weren't getting paid.