How to Use Leverage to Get What You Want

In that promise, you have leverage over them. If they do not serve you to the level that you want to be served, you have to know how to call in that leverage. Complaints are not the loss of a customer. In reality, when they complain, it's because they care enough about the service you provide to complain at all. See that complaint as an extension of their value and their investment in you. Use it as an opportunity to demonstrate and redouble that relationship back to them.