Its not surprising that most organisations view complaints in a negative light and as an unwelcome attack on their performance in delivering products or services. It is counterintuitive to be told that ‘complaints should be welcomed’ and even more repugnant to be told that ‘complaints are a gift’. The simple fact is that complaints are not sought after by organisations and the standard corporate strategy is to reduce, and certainly not to increase, complaint numbers.
ADR Bulletin: Vol. 10
, Article 2.
Available at: http://epublications.bond.edu.au/adr/vol10/iss4/2