Getting new customers is expensive and time consuming. Listen carefully to customers who complain. They are your friends because they will tell you things others might not. It's tempting to justify your actions in the face of a complaint.
Assume the customer has causefor the grievance and act generously to put it right. Then follow up to ensure the customer is not merely satisfied, but pleased with what you've done.
Delighted complainers often become your best advocates! They tell others how well they were treated.
If you reflect on what occurred you'll often be surprised to find you agree with the complaint.