When someone fixes a problem well, let that become part of the story you tell.

Complaints travel further than praise, and that shapes what everyone believes about service. The failure gets described in detail to six people, while the person who stayed late, found the part and made it right gets a nod at the counter and nothing more. Telling the recovery story is a small act of accuracy as well as generosity; it also tells other people where to go.

Name one person who sorted something out for you and say so publicly. Mention them by name to their manager, or in the review nobody expects.