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A Complaint Is a Gift, 2nd Edition by Claus Møller, Janelle Barlow

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Images 4 ImagesWhy Most Customers Don’t Complain

“Why don’t you complain?” It’s a simple question with a surprising number of answers. We once heard over 150 discrete reasons from a single group of people as to why they don’t complain. When you hear this many reasons rapidly tumbling from the mouths of people, you begin to understand why so many customers walk away without saying anything.

TARP concluded that complaints are actually declining, even when serious problems are faced. This is due to what the company calls “trained hopelessness.” TARP’s John Goodman ...

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