Everyone makes mistakes, even leading companies. How employees correct these mistakes is what distinguishes service leaders from everyone else. Compensation is more than an apology. To compensate is to give the client something valuable and thereby show that it is really important to you. Satisfied and loyal customers will not only stay with you, but will also advertise your products to everyone around you. In this book, John Shoal - a recognized service guru - gives specific recommendations and gives examples of how to create a compensation system in a company aimed at building customer loyalty.