Going above and beyond
There's an old saying that experience isn't defined by what happens, but rather what happens next.
Source: Sales trainer/author Stephan Schiffman
In sales, most customers don't remember minor service issues nearly as well as they remember how a company (or salesperson) resolved those issues.
Customer-focused salespeople go above and beyond to provide a solution that not only meets but exceeds buyers' expectations.
Sometimes the solution is as simple as offering a small incentive, like a free upgrade. Other times it means weighing what would be most valuable to the prospect in terms of repairing the damage.
One great way to start: Ask customers how they'd like to see the situation resolved, then partner with them to create a win-win.