In a recent article by Bruce Jones, programming director at Disney Institute, he brings light to the importance of providing exceptional customer service, as well as how to preserve customer relationships despite setbacks and service failures. 

"I'm sorry, there's nothing I can do"  

Sound familiar? I'm sure, at one point or another, we have all heard a response like this from a business or organization when dealing with a service failure. It's frustrating; it's aggravating; and it can significantly damage the relationship we have with the company or brand, sometimes forever."