So your company has let its customers down? Whatever you do, don't let them stew!

In the business world, it's a fact of life that companies sometimes let their customers down. Whether the letdown is minor - such as forgetting to provide silverware at a restaurant - or major, such as making airline passengers sit on a stuffy plane for 10 hours during bad weather - all companies have a vested interest in addressing such "performance failures" in a way that encourages customers to keep coming back.