Cheryl Asaro Customer Service Chapter 9 Recover the Potentially Lost Customer July 10, 2012
Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach
me how I may please others so that more will come. Those only hurt me who are displeased but do not
complain. They refuse me permission to correct my errors and thus improve my service.
-retailing pioneer Marshall Field
I believe what Marshall Field is saying is that we need our customers to let us know about good
and bad. Whether its customer service, a product, the look of our store, our advertising and even the
cost. He is saying the customers that come are supporting our business. The customers that complain
are training us on what we need to do better. The customers that are actually hurting our business are
those that don’t let us know how we can improve our business. If customers don’t let us know then how
will we know what we need to do?
I think he has a great outlook on how businesses should look at complaints and customers. I
believe he is a very smart man as well as a great business man. If he didn’t look at the complaints as a
way to make his business better I think he would be very high strung. Realizing that whether our
customers are complaining or commending us they are helping us to strive to be better businessmen.
Even though we may not want to hear complaints or negative comments about our business it
does help us. The negative feedback can help us make positive changes. Earlier we talked about
coaches and how they give us negative feedback but that we appreciate it . We appreciate it because it
helps us do things better. Customer service skills are definitely learned by feedback.