Customer complaints are an excellent source of feedback.
Therefore, a customer complaint represents a colossal opportunity.
It is a shame that the opportunity usually turns into a dismal disappointment for both parties because it does not have to be that way.
Customer complaints can end with the customer walking away with a more favorable impression of the organization, and the organization can learn lessons that may prevent the same thing from happening in the future.
There is a right way and a wrong way to deal with complaints.
From my first job until I retired, I worked 53 years. My bosses ranged from horrible to great.
My worst boss was a man I will call Mr. Smith.
When I went to work for him, he was having an affair with the full-time checkout clerk at a small, old, run-down store that was part of a national supermarket chain. Besides having an affair with her boss, the clerk was stealing money from the store, and so were several other employees.
In a close work environment, there are no secrets. When things are not right, everyone knows. Everyone working at the store knew what was going on, knew who was cheating, knew who the thieves were and was convinced that Mr. Smith was fully aware of it as well, yet he did nothing.
When you think about it, why would he care? He was already cheating on his wife with an employee; stealing probably would not have caused any real crisis in his conscience.