Turn Complaints into Opportunities-And Save a Customer or Two

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ONE OF THE SURE SIGNS OF A BAD OR DECLINING RELATION-SHIP is the absences of complaints from the customer" reports Harvard professor Theodore Levitt. "Nobody is ever that satisfied, especially not over an extended period of time. The customer is either not being candid or is not being contacted."

If you're not getting customer complaints, you may be missing opportunities to retain and expand relationships. Rather than complaining, customers are probably just leaving--or, at best, cutting the amount of business they are doing with your bank.

No matter how high your bank's level of service, there will always be occasional mistakes or service errors. Accept the fact …