Many complaints come some period of time after a job is completed or a product purchased. Often this may be a year or more later. The Company Businesses with good customer service reputations recognize that the employee dealing face to face with the customer is key in the customer's perception of their service. Progressive managers recognize these frontline people must be well trained, excellent in communicating with customers and able to seize the initiative. Consumer reactions vary from opportunism to cynicism.
Some newer materials bring new requirements for production and maintenance.
Customers often are not aware of this up front and this leads to many complaints well after purchase. Some industries have strong unions that emphasize the importance of customer service and relations to their members while others do not. Most trade associations do not emphasize customer relations in their research and training support. Subcontractors pose special problems for several industries. Apologies are very important in defusing emotions and restoring customer satisfaction with a business.