A complaint is a gift. It is a gift whether it comes from an internal or external customer. That person has decided that she wants to maintain a relationship with you. They want you to take a different view of their measure of success and they want your buy-in. The customer that you haven’t heard from, the one who doesn’t call, the one you haven’t reached out to in a while has moved from customer to prospect.
-Ben Bamford, WW Guest Blogger