How to create loyal customers when problems with them

How some people say that when it seems that there is a problem is actually a chance ... As long as the way is handled properly . This same is true with our customers, because if all goes well with any of them means to be a loyal customer, as the following example from the magazine Entrepreneur :

Imagine Joseph, who has been with the same dry cleaner for five years. Never had problems with service, but one day, opens a new dry cleaner with better location and Joseph decide to change. 
Eduardo, José neighbor, decides not to switch to the new Dry mainly by an incident that happened three years ago: the cleaners had ruined a few shirts and, without even a complaint, the company decided to replace them with new ones even though the shirts were very old. The Dry Cleaning Eduardo recognized a very important customer and decided it was worth investing some extra pesos to retain a loyal customer.

Although the client had five years of excellent service laundry changed, while the customer who had remained loyal problems ... What made ​​the client to stay is that additional efforts were made ​​to solve problems. This makes customers differentiate us from our competitors and creates loyalty.