A Complaint Is a Gift

In A Complaint Is a Gift, Janelle Barlow and Claus Møller present the right way to handle complaints while retaining customer loyalty and trust. Regardless of industry, the truth for all businesses is that customers are the reason businesses exist. And one of the most direct and meaningful ways for customers to express their dissatisfaction with companies is through the complaint.

When a customer is dissatisfied with a product or service there are two things that can happen. The first is they can say something. The second is they can walk away. Companies have almost no recourse over the second type of customer. So whether we realize it or not, the first type of customer is giving companies a gift.