A Complaint Is a Gift, 3rd Edition, 3rd Edition

INTRODUCTION

Complaints—A Pathway to Keep Customers

Customers will always find reasons to be dissatisfied. It’s the nature of business—and life. If customers leave angry or disappointed without saying anything, you’ve missed the pathway to fixing something that doesn’t work, that satisfies them, and that keeps them with you. Lost customers hurt your bottom line, your morale, and your reputation. Lost customers help your competitors.

In 2020, the National Customer Rage Study reported over two-thirds of households experienced a product or service failure in the previous year and complained. When complaining, 58 percent got nothing or limited satisfaction ...