The article presents information on the author experience relating to customer service and methods to improve services. The author lists some suggestions from a cheat sheet article from the journal Business 2.0. There are two ways to head off the majority of customer complaints, one have to improve one's system and improve individual staff's performance. The article lists these suggestions to help resolve systemic issues. One have to promise less so one can shine with what one do provide, like Southwest Airlines. Create a process to regularly hear one's customers and give employees an allotment of money to spend fixing customer problems. They can follow up later to ensure problems were resolved.