10 Ways to Spook Your Customers

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Never Do a Post-mortem

In the whirlwind of daily business activities, people rarely take the time to dissect and diagnose customer complaints. That's a shame. Complaints present a wonderful opportunity to not just recover gracefully (and perhaps win back a consumer's loyalty), but to identify the root cause of a problem and fix it. Bonus tip: What's even rarer than conducting a post mortem after a customer complaint? Examining customer compliments. There's great value in pinpointing what employee or business practice produced a happy client and then figuring out how to replicate that outcome more routinely.