I believe it is to improve your service. The reason for that is - you don’t want to attract more people to a flawed service company. Secondly by improving your service you will also improve your understanding of what specifically you do as a company.
You may be saying, “But our service is good.” My question is, ‘How can you tell that?’ Remember that most people have given up complaining, they just move on to another provider or retail outlet. The challenge for all of us is that we think we are far better than what we are.
If you continuously think your service needs improvement, it will force you to improve.
What would be wrong with that?
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