National complaints day

Today is national complaints day – a great initiative and, intriguingly, set for a Friday 13th.

We complain more as a nation as we ditch the culture of keeping a ‘stiff upper lip’ – and probably for good reason. Despite all the money and time spent on ‘customer service’, most businesses haven’t really changed the relationship they have with customers. My very favourite book on customer service is Mark Bradley’s little classic “Inconvenience Stores” where he charts his experience as a consumer over twelve months.

For anyone in the service sector, it is a perfect reminder of why we complain.

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