I love this, Wendy. I worked with my husband a bit in our bars and restaurants. He repeatedly reminded our staff that the customer who complains was doing us a favour by giving us an opportunity to fix things. Like you mentioned, an unhappy customer is going to tell many people how unhappy they were, a satisfied customer might return, but never tell a soul how happy they were.
I love this, Wendy. I worked with my husband a bit in our bars and restaurants. He repeatedly reminded our staff that the customer who complains was doing us a favour by giving us an opportunity to fix things. Like you mentioned, an unhappy customer is going to tell many people how unhappy they were, a satisfied customer might return, but never tell a soul how happy they were.