The owner received a complaint from Angie's List, an organization
that monitors service provided by established businesses. We evaluated customer service complaints and proposed specific suggested responses for use by office staff to effectively manage complaint calls.

The immediate results were:

• Substantial reduction in complaint calls.
  
  
• The owner was able to promote her business, since her office staff was able to manage daily operations.
  
  
• Ownership increased the number of customers within weeks after
  training was completed.
  
  
• Business income increased by more than 15% within months of training.
  
  
• Successful training was given to field crews, who were better able to serve new and existing customers.