Mike Andes argues that treating every customer complaint as a system problem, rather than dismissing it as unreasonable, can create enterprise value. He shows how to design processes that prevent complaints from happening in the first place.
This person's unreasonable. Their complaints are absolutely illogical. They're crazy. I will never be able to suffice them. You still got them as a customer and allowed them inside the funnel. How could I create a system that prevents that from happening? So every complaint is a problem to be solved, and those complaints solved hundreds of thousands of times, it builds enterprise value.
