A complaint is a chance to turn a customer into a lifelong friend. I say that seriously, not as some press release baloney.
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.
Thomas J. Watson
When you stop talking, you've lost your customer. When you turn your back, you've lost her.
The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.