Mahtma Ghandi once used the following words to describe customers:
Second is the incident of tracking. This means to track and keep a record of all incidents and complaints. It entails answering all questions and solving all problems. It means being intensely dedicated to the goal that all incidents should be resolved. Not a single incident should go unresolved. Problems should be resolved in a personal manner. First is acknowledging that a problem exists. So say for example a problem arises. The first step would be to acknowledge the problem. The second step would be to address the problem if it can be dealt with immediately. If the problem cannot be dealt with for some time then the task is to provide the people concerned with a time frame in which the problem can be solved.
Third is rapid response. The goal here is to respond to the problems with a higher priority first. Then respond to the problems with a lower priority. The mind set here should be of a type that says we have to solve all these problems so the sooner the better. The point is all the problems need to be addressed and all the problems need to be resolved quickly. The guest should be made to feel as if nothing can go wrong. And should problems inadvertently arise then they will be dealt with quickly and efficiently.