Give your customers an outlet for telling you about poor experiences. When you have customers who have had a negative experience, make it easy and clear for them to not only tell you about it but get it off their chest to you and not someone else. Don't patronize customers when they are disgruntled by putting them off with little to no plans for recourse. Make it a point to correct issues that went wrong and look into those that could stand some improvement. Capture communication methods for keeping in contact with your customers so that you can alert them when changes and improvements occur.