Interestingly, most of the complaining customers in the supermarket I used to work in not only later became loyal patrons but also good friends. People who do not complain about service lapses are typically those who will give the shop a miss in future. After all, they can choose to go to other shops selling similar merchandise at the same prices.

It should be borne in mind that resolving a complaint often leads to better performance and increased sales.

Jeffrey Law Lee Beng