Quality service is the key to business success. That means meeting or exceeding the needs external as well as internal customers. And to do that, you have to close the loop.

Closing the loop is how you follow up. It's how you answer the question or resolve the complaint or respond to a request. Your ability and willingness to close loops is a direct reflection on your level of service.

That implies, of course, that you actually answer the question, resolve the complaint and respond to the request. It may not be to their complete satisfaction, for any number of reasons. But if you are making a sincere effort, and you are open and honest about why you cannot meet the specific need, then you'll score some points.

Say anything you want about how good you are. If you don't close the loop, what you say won't matter. At that point, it's just talk.

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