https://completemarkets.com/company/CompleteMarkets/Articles/content-package/IMMS-Library/TabCategory/article-post/2411/Turning-Complaints-Into-Gold-Mines/
... you won't please all people. Do the best you can. With the right attitude, tools and techniques, you can turn these clients into satisfied, loyal "raving fans." It's not always easy, but it's always worth it. To learn how to be extraordinary, read this brilliant example of complaint recovery from a nightmarish situation. Club-Med-Cancun's vacationers were heading from New York to their Mexican destination. The flight took off six hours late, made two unexpected stops, and circled for 30 minutes before it could land. Because of the unexpected delays and mishaps, the plane was en route for 10 hours more than planned and ran out of food and drinks. The plane finally landed at 2:00 a.m., with a landing so rough that the oxygen masks dropped from their ... and luggage fell from the overhead bins. A lawyer on board had already started to collect names for a class-action suit. Silvo de Bortoli, general manager of the Cancun Resort and a legend throughout the organization for his ability to delight clients, got word of the horrendous flight and immediately created an antidote. He took half the staff to the airport, where they laid out a table of snacks and drinks and set up a stereo system to play lively music. As the guests filed through the gate, they received a personal greeting, help with their bags, a sympathetic ear and a chauffeured ride to the resort. Waiting for them was a lavish banquet, complete with mariachi band and champagne. The staff had also rallied other guests to wait up and greet the newcomers, and the ...