Time-Compression Technologies Magazine Archive 2002 (and backfills for previous years)
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Author John Connolly
Source Time Compression Technologies. v7 n5 Sept., 2002, pp 48-9
Abstract Business owners often become alarmed when someone complains. They assume that a single complaint represents the feelings of many customers - well, gee, if I'm getting two complaints about the same thing, then the entire company's customer base must be unhappy. But do complaints mean that you've made a mistake and that it's time to change policy? Not necessarily. Think carefully about that when contemplating a change because you can't please everyone, particularly the chronic complainers. Be aware that a "silent majority" of customers exists out there who have never complained to you because they are pleased with the way you do business. So, it's important to know all of that before plowing ahead with changes. Remember, customer feedback must be viewed as an opportunity for change. XX
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