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Branding is a very important aspect in our industry.
I do get a lot of negative feedbacks from time to time on server issues, design, layout, blah blah blah.... What's important is how you address and resolve such issue properly in the most professional manner possible. I wouldn't resort to hiring someone else to fix the problem, I'd rather take care of it head on.
Reputation and post client support are two major things that supports your branding IMO.
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