in business you can’t keep everyone happy all the time. Sooner or later, something will go wrong and you will have to deal with the consequences. Customers will get angry about mistakes than have been made and employees will complain about being unfairly treated or their working conditions. How you deal with these complaints may be crucial to you business. Do it badly, and the problem will get worse. Do it will, and you can often turn the situation into a positive one. Studies show that the level of satisfaction when a problem has been sorted out successfully can be even higher then if the problem had not occurred at all.