Quote:
Originally Posted by rubicon
Too often managers view complaints as complaining for the sake of complaiing and won't take customers seriously and/or believe the customer is fishing for a freebie. I can tell you Athens owner is not one of those and implements customers suggestions.
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I, too, have seen the Athens owner "deal with it" and "nip it in the bud"
right then and there,
validating--and not minimizing--the customer's honest complaint.
An owner being present and watching is key.