A complaint is a chance to turn a customer into a lifelong friend. I say that seriously, not as some press release baloney.

I have always believed that the way you treat your employees is the way they will treat your customers, and that people flourish when they are praised.” Sir

You should not build your customer service system on the premise that your organisation will never question the whims of your clients.

Every successful businessman will have experienced set-backs and failures - they're lying if they say they haven't. Virgin has had some tremendously successful businesses and some that have not quite worked out. Virgin Cola springs to mind - the product wasn't distinct enough from Coca-Cola.

By putting the employee first, the customer effectively comes first by default, and in the end, the shareholder comes first by default as well.

This complaint never should have been filed.