Complaints are opportunities

We have a cat, a well trained cat, because our cat does not eat mice or little birds: our cat eats pet food from a tin. And it's the tin that this is all about
Pieces in jelly, the label promised, with poultry and rabbit.
 
But to the great disappointment of my wife and myself - the cat couldn't care less - the poultry was gone, the rabbit on the run and the jelly transparent down to the bottom of the tin, but very prominently present. Utter disappointment. We felt we were cheated.
 
On the label was an address with a postal number, so we quickly sent an angry note - no postage - to our friends of FELIX with the sad story of what had happened to us. BULL'S EYE!! Because two days later we received a note from our pet food supplier: How sad it was, what happened to us. They would investigate immediately and would come back to us about it within a week.
 
And they did! Just five days later we got another letter. Now with the explanation about the production process of pieces of pheasant and other niceties in the well-known jelly. Something had gone wrong and that should not have happened, it did anyway and that they were awfully sorry. And that they had dispatched a package to soften the pain a little bit.
The parcel arrived two days later by DHL. A large box with all kinds of new products that FELIX had recently put on the market especially for sophisticated cats like ours. Just to relieve the pain. Our cat loved it, my wife only buys FELIX products and I am telling the story to you and a few hundred other subscribers to Management Tips
 
Complaints are opportunities. No one in my surroundings doubts this adage.
 
Jan Boeren
 

How complaints can strengthen your position instead of losing a client

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Documents in English

Diez iez Vietnam

This book is about the story of life of prof. Adrie van Gelderen. I met him on one of my PUM missions where he was a local representative of PUM. Adrie told me he had a manuscript of his story of life and asked me my opinion about publishing it. I promised to read it and give my comments. And indeed I did: I told him that his book would not be a profitable cash cow, however, publishing your own literary thoughts will give tremendous satisfaction, it's fun to do and it's not expensive at all.

Now Adrie was seriously ill at that time and unfortunately he passed away before we could take his book into production. So we, being Adrie's friends, decided to publish the book posthumously and donate all the refunds to his 'affiliate-foundation'.

'Diez iez Vietnam!'  is written in English. A copy can be ordered by clicking the link.