Subscribe Ask the Editors Search Entire site Smallbiz Bookstore Msg. Most likely, they're just choosing not to complain. Most customers rarely speak up, even if they have legitimate complaints.
Most customers believe complaining produces little or no positive results.
Customers measure you by the experiences they've had with other businesses or salespeople. The past has taught them over and over not to expect much from employees, who they've come to realize aren't usually trained well enough to handle complaints effectively, competently and with genuine concern. Too many times, customers have stood in front of a counter of blank stares or listened to the sharp tones coming from apathetic personnel. Facing such scenarios, most customers give up, assuming that salespeople can't be bothered to fix their problem. They leave with inward hostility brewing instead.