Most of the time I like to think that I have a good flight and offered my passengers that have paid their hard earned cash, an experience that they are satisfied with and hopefully we exceeded in their expectations.
I have also forgotten the amount of times when I am driving home and trying to keep my eyes open, that there was the passenger who asked me for a drink/paracetamol/tissue/newspaper/extra bread roll/shoulder to cry on/directions from the airport etc. etc. And I forgot to go back to them.
I am only human and in the grand scheme of things that I have to do when I am at work dealing with a couple of hundred customers, it is a forgivable oversight, but for that passenger I am hopeless. And that passenger may well decide that my airline is useless and will never go back.
Customer service is fickle, somedays you get it right somedays you don't. At 37,000 ft we don't have a lot of options to redress a problem. I can't get off and get another vegetarian option if you don't like cheese. I will try and be pleasant as I tell you that I can't help and maybe thats where the problem lies. It's HOW we let you down and explain why we can't help. And don't get me started about folk wanting an upgrade!
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