By Orjiobele, Basil
Companies sometimes think that they are doing well because none of their customers are complaining, only to discover later on that customers were dissatisfied and haven’t returned. It is better to encourage them to complain even about the petty things, than to wait until things become really bad. Often the complaints simply arise because the customer doesn’t feel he has been “treated right”. It may be astonishing to note that the reason why large percentage of customers change suppliers may have less or nothing to do with the quality of the product or service. It was because customers felt the company did not communicate with them. They felt they are being taken for granted. The first thing a complainant is looking for is a sympathetic ear.