I'm convinced....and you should be too!

[Desk Jockey]

Respond in a positive way, ask what you can do to resolve the issue, sincerely apologize that you didn't meet their expectations. When people see that, they will know that you are trying to do the right thing and provide that level of customer service. When you have all the good reviews and handle the very few not so good ones in this way, the general public will get what kind of company you are.

I agree Meg.

How miscommunication or a screw up is handled says a lot about the company. A potential client is able to see how you care for them in the worst case scenario and have some level of comfort with it.