“There is only one boss. The customer! And he can fire everybody in the company from the chairman on down, simply by spending his money elsewhere.”

Sam Walton, founder of WalMart

Translation: Thank all of your customers who bothered to complain about something. For every customer who complains, surveys find that 20 others don’t bother and go elsewhere. Listen to the complaints and act where appropriate to keep the other 20 customers.

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