While attempts at communication have not always been successful,Smith's policy has worked well.When customers are irate, he listens to their complaints and asks questions.He has learned that,in business, one must always be quick to take responsibility for mistakes.Instead of flatly telling the customers,"This is our policy in these cases,.”he asks,s“What would you like me to do?"When customers know he cares about them and is willing to stand behind his products,they are likely to reward him with repeat business. While attempts at communication have not always been successful, Smith’s policy has worked well. When customers are irate, he listens to their complaints and asks questions. He has learned that, in business, one must always be quick to take responsibility for mistakes. Instead of flatly telling the customers, “This is our policy in these cases,” he asks, “What would you like me to do?” When customers know he cares about them and is willing to stand behind his products, they are likely to reward him with repeat business