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... information. Then apologize again. Most employees don't know how to say they're sorry. They aren't trained to put themselves in the client's shoes, and they're not willing to admit mistakes. Offer solutions and an extra. Talk about what you can do, not what you can't do. Put it positively. You probably will need to repeat what you can do a few times in a firm, polite tone of voice. Be generous. Give these complaining clients something extra and "Wow!" them! An important concept to remember is that you won't please all people. Do the best you can. With the right attitude, tools and techniques, you can turn these clients into satisfied, loyal "raving fans." It's not always easy, but it's always worth it. To ... staff to the airport, where they laid out a table of snacks and drinks and set up a stereo system to play lively music. As the guests filed through the gate, they received a personal greeting, help with their bags, a sympathetic ear and a chauffeured ride to the resort. Waiting for them was a lavish banquet, complete with mariachi band and champagne. The staff had also rallied other guests to wait up and greet the newcomers, and the partying continued until dawn. Many guests said it was the most fun they had had since college. Now that's a recovery which, by the way, resulted in no lawsuits and clients who became raving fans! Now go and "Wow!" those clients again and again and create raving fans who will be your unpaid sales ...