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Customer Complaints A Unique Gift!

By Mariah Buck

No one likes a complainer. It is especially hard to swallow when someone is complaining about you or your business. It is hard not to take it personally. I mean, you are the one who owns the company, you created the sales process, designed the store, created the marketing materials, you are responsible for it all. So when someone complains about what you have developed it doesn’t feel good.

But, there is good news. You can simply change your way of thinking a little bit and you will come to see that a complaint is not such a bad thing after all. I would highly recommend reading a wonderful business book titled, “A Complaint is a Gift.” It is written by Janelle Barlow and Claus Moller. This book totally transformed the way that I think about a complaint. I am confident that it will do the same for you too. The book challenges business owners not to avoid complaints, but to embrace them and welcome them like a gift that your customers are giving you.

The book tells us that if we are to be successful in customer service, then you must encourage complaints. They tell us not to shy away from them. Ask your customers to bring them on.. Even think of them as a gift from a friend or family member that you CANT WAIT to open!

When a customer takes the time to tell you how they were treated in your store or about their experience, you need to take notice and listen! With the economy being as tough as it is, you can take these opportunities to let your customers know that they are important by listening to their complaints, validating their feelings, and dealing with the problem, if possible. If you handle this correctly, then you can change a bad experience to a good one and ensure that your customers don’t take their business to “the other guys.”

It seems that customer service is not something that many business owners are interested in these days. Customers are beginning to take notice and even accept less than desirable treatment. But, your company can be different.

It seems as though customer service is a thing of the past. Many consumers have come to expect less than desirable treatment, and in a lot of cases they put up with it. What if your company made the decision to be different? What if you went out of your way to provide excellent customer service? What if you welcomed complaints as you would a gift from a friend? What if you cared what your customers complained about and actually changed your business accordingly? Clients would be banging down your doors, your register would be ringing up sales like there is no tomorrow and your bank account balance would soar. All it takes is a shift in thinking. It is amazing that such a little thing has the potential to change your business so greatly!

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Article Citation
MLA Style Citation:
Buck, Mariah "Customer Complaints A Unique Gift!." Customer Complaints A Unique Gift!. 21 Jun. 2010. 19 Jul 2014 <>.

APA Style Citation:
Buck, M (2010, June 21). Customer Complaints A Unique Gift!. Retrieved July 19, 2014, from

Chicago Style Citation:
Buck, Mariah "Customer Complaints A Unique Gift!"

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