Everyone has customers who complain. Complaining customers tell you what you’ve done wrong and how you can improve.

Managing customer complaints is a vital, internal process influencing customer perceptions and the attitudes of your staff.

I advocate living in an appreciative manner. It spreads goodwill and attracts good service.

But wait! I’m not suggesting

Have you ever seen a customer who curses and screams, threatens, bangs the counter and throws things about? I have, and it’s not a pretty sight.

A busy restaurant manager attended my seminar on creating ‘customer delight’. Soon after, she wrote to me directly,

I appreciate it when people disagree with me. It shows they are thinking hard and often opens the door to new insights and learning on both sides.

I wrestled with a computer manufacturer about a technical issue that required a simple solution. During the process I made

Imagine you are the manager of a fast-food service restaurant.

A mother comes in for lunch with her young son. Half way through

I am a loyal customer. My suppliers help me build my business and enjoy my busy life. I recommend them

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready