As a Customer Service Rep for a video-rental company, I once had an irate customer who left three messages on my voicemail in about 10 minutes demanding a call back. I contacted the customer, who was now even angrier because I had been in a meeting when her call came in. I listened to the customer explain that she was upset because she had purchased a loyalty program membership from us, and then several days later, we were giving away the same memberships at no cost. I apologized to the customer and asked her how I could help. She stated that she wanted her money back and she would no longer be a member. I agreed to refund her money. I then bought her a thank you card and enclosed her refund and a free membership to our loyalty program. I also noticed that several times during the phone conversation, she had stopped to yell at her children, so I also enclosed two coupons for free kids’ rentals. I thanked her for her business, apologized for not meeting her expectations, and invited her to bring her children in for a free video rental. I also enclosed my business card and asked her to call me directly if she was ever disappointed in any way while visiting one of our locations. She telephoned me when she received the card and told me that was the nicest thing any person had ever done for her when she was upset with a business. I again thanked her for her business and told her that she was my bread and butter. If she wasn’t happy, then I couldn’t be either!