CHAPTER 5

The Gift Formula

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Victoria says it so well: “Complaints are like oysters: they might not be pretty on the outside, but inside you will find a beautiful gift—a valuable pearl.”

A Complaint Is a Gift is a compelling title. It’s not what we generally expect when we see or hear a complaint heading our direction. However, there is value in customer comments, especially when customers are dissatisfied. We call this value a gift.

We’ve looked at understanding complaints, learned about who complains, and examined why complaints are gifts. Next, we’ll discover how to find those gifts and get more of them. We’ll start with the Gift Formula, a ...

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