Unfortunately, today we live in a blame culture and some people like to complain. This may be a genuine reason as services/goods were not as specified, other times may be a hidden agenda, for example recompense. Whatever the reason, mistakes are often made in life and we cannot get too despondent if this happens to us. For example, your team have worked really hard on a project and felt satisfied upon completion, only to hear the customer was not happy with the service provided. The best course of action is not to take it too personally, evaluate what you did, what was done well and what could have been done better. It is from these times that we learn and grow.
A successful business will always strive for a win-win situation with their customers, there is no room for one upmanship as in these cases there are no winners. This is where the secret sauce of good customer service is introduced. Here, at Delta we pride ourselves on working alongside our customers. When encountering obstacles, we don't fall down at the first hurdle - we negotiate with our customer taking on their feedback and working alongside them, doing what is necessary so both parties mutually benefit from the experience, ensuring a successful working partnership can develop in future.
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