It's so easy to complain to a faceless, nameless generic email address..  On the other hand if a customer knows you, feels valued, understood and appreciated a small issue can stay just that... a small issue.  No bloated, the sky is falling emails with all the big words and every bigger threats.  Our goal is to make customers feel truly heard, and work together to create a long term solution, not just a band-aid.  Let's be honest, we all fail at times.  The goal isn't perfection, it's partnership.  I'm working just as hard for you as you do for yourself.  My success if yours!  Certainly all customers aren't the same, so it's also important to clarify expectations and follow thru with consistent results.