Exactly. The real measure of a company is how they treat customers after the sale and how they handle problems. People are very forgiving of mistakes or problems if the company owns up to them and makes it right.
When I was a waiter at Pizza Hut. I got the best tips from tables that had the biggest problems (late food, dropped pizza, spilled drinks or whatever) I'd go out of my way to bring them free breadsticks, pitchers of Pepsi, etc.
They appreciated the fact that I didn't try to hide in the wait station and ignore them and that I apologized even for stuff that wasn't my fault.
