No one likes handling a disgruntled customer, but a complaint can actually be a good thing, because it means that the customer wants to continue doing business with you. And, if you manage the complaint in a timely and efficient manner, 95% of complainers will continue doing business with you. That's what put Nordstrom on the map. The company gave an unconditional guarantee that if a customer was unhappy with a purchase for any reason, Nordstrom would provide a replacement or a refund--without any red tape--100% of the time. Like Nordstrom, you can turn complainers into loyal customers.