Originally Posted by Minnewaska:1109849
I don't think you could know that the poor service starts in the President's office
I disagree. The person at the top is always ultimately responsible from start to finish. As Harry Truman said, "The buck stops here."
In my own business, I have taken a loss - IMMEDIATELY - whether the client was right or not when they expressed displeasure with services received. In the long run, it has always paid off in ongoing business from the client and fierce loyalty. Remember. It's easy to lose a customer, and very difficult to find a new one - especially with a record of poor customer service.