Conflict resolution - Every business makes mistakes now and then. When a customer / client has an issue, approach the matter with a genuine desire to to take care of them. I make sure I understand their complaint, empathize with them, and then ask what I can do to give them a satisfactory experience.  Most will reply with a reasonable expectation to resolve the complaint. I then provide them with what they asked for and bump up the resolution with something extra, going above and beyond their expectations.