Technique Number 88, My Goof, Your Gain

Top customer service folks welcome mistakes because they know it gives their firm a chance to shine. Whenever you mess up and someone suffers because of it, make sure they come out ahead when you're in the way. The next day UPS delivered not only the replacement slacks, but tucked into the package was a hand-written apology and a hefty gift certificate. I call the technique, my goof, your gain.