Nice article found via NYCRC of the AMA (the article is actually by John Jantsch). It mentions mistakes by employees in business, and empowering employees. Don't misunderstand; repeated mistakes will kill your business and/or your business relationships, regardless of industry - especially the same ones over and over. That being said, making it a learning experience, while having a positive impact on your customer, as this article points out, can really help your brand image from a customer service point of view. It's a nice take. Read more.