“• In some cases, we simply haven’t figured out how to effectively ask for complaints without sounding almost masochistic: “Please, tell us how bad we are.” • When customers do take the time to complain, but jaded or indifferent frontline employees discount the complaint by saying “we hear a lot of that” or “that tends to happen quite a bit here toward the end of the quarter,” customers feel their complaints aren’t taken seriously and are hesitant to speak up again. If it happens enough, they’ll simply pull up stakes for greener pastures.”