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A Complaint Is a Gift, 2nd Edition by Claus Møller, Janelle Barlow

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Images 3 ImagesCapitalizing on Complaints

Restaurant personnel, in a high-profile Hong Kong magazine column, were quoted as describing complaining diners as “moaners . . . whiners . . . demanding . . . explosive . . . rude . . . self-centered . . . power grabbers . . . stupid . . . out-right cheaters . . . and devious.”1 Even researchers can’t avoid calling customers names. One group divided problem diners into five categories: Bad Mannered Betty, Harold the Intimidator, Freeloading Fickle, Ignoramus Iggie, and Dictatorial Dick.2 These labels are cute, but they ...

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