Five Good Ideas on Why You Should Welcome Complaints

"Complaints can transform service, but few of us know how to handle them well. Too often they are a source of irritation and create defensiveness. But engaging with and valuing the knowledge of service users can generate improvements and better performance. As drivers for cultural change, complaints are a great source of innovation. Turning complaints into compliments and making the most of them are value-adds and ensure the organization remains relevant. Making the most out of complaints is just common sense and a cost-effective way to be cutting edge in service delivery." -- Maytree