You were disappointed in the way your carpets were cleaned by a carpet cleaning company. The manager of the firm immediately dispatched a "second" team to re-clean your carpets at no additional costs. In addition, the manager made a visit to your house the next day to personally inspect the work and to ensure that you were completely satisfied with his company. As a result, you will recommend this carpet cleaning company to friends and family. This service provider knows that
A) its reputation depends on never receiving complaints.
B) customers evaluate complaint incidents in terms of the outcomes they receive.
C) major and minor complaints do not affect future purchases.
D) word-of-mouth will not affect its success.
E) if the complaints are handled quickly, the firm will not be liable for future damages.

Question

Quizplus · Accepted Answer

The fact that the manager immediately dispatched a "second" team to re-clean the carpets at no additional cost and visited the house the next day to ensure complete satisfaction shows that the company understands that customers evaluate complaint incidents based on outcomes. By resolving the issue and making sure the customer is satisfied, they are more likely to receive recommendations from the customer to their friends and family. This is a clear demonstration of the importance of handling complaints effectively for future success.

You Were Disappointed in the Way Your Carpets Were Cleaned