Proverbs relates, "Hope deferred makes the heart sick" (Proverbs 12:13, NASB).
When a customer complains, be prompt in identifying the issue and then commit quickly to address the concern.
Then ensure that your commitment is met.
Customers will become frustrated if they have to pull teeth to get problems resolved.
You will ultimately lose customer goodwill even if you fix the problem but make the customer wait or jump through hoops.
Deferring the correction will cost you repeat business.
Act promptly and completely on complaints to preserve customer relationships.
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