once a solution is agreed upon, you execute it. This includes fixing the product or service and providing the additional remedy. Following up is a huge final step. Customers often won't even complain once, they just disappear. If you do hear of a problem and attempt to fix it, you need to follow-up. This ensures the customer ends up happy and satisfied with the outcome. It also protects against an even more infuriated customer out in the marketplace spreading negative messages.