If your customers have complaints that are appropriately resolved, they can become better customers than those who haven’t complained.

Authorise your people to fix problems without any “run around”, just as they do at Ritz Carlton Hotels. Give your people the authority to send a customer a bottle of wine, flowers or whatever is appropriate – this becomes part of your company’s “WOW” factor.

Outline here your plan to implement the “WOW” factor: