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Message: <blockquote data-quote="Amal Shukup" data-source="post: 2049603" data-attributes="member: 6291">Woah Dude!I confess that I don't instinctively respond 'well' (matter of perspective) to threats... I understand the response. And you're not 'wrong': Threats should NOT be made in the course of a business negotiation - it lacks class.But, dude, you just DON'T respond thusly to customers (viscerally satisfying as it might be). If they're intractable, threatening or abusive you get rid of them, but you do it POLITELY ("...until it's time to NOT be polite..." And that ain't yet by a long shot). I KNOW a lot of business owners (particularly in large urban markets) THINK that the odd angry customer doesn't threaten their business. They're WRONG (really stupidly wrong, too IMNSHO). As observed by others here: Normal business fluctuations occur in an environment with or without negative stimuli. But what is perhaps less obvious is the fact that these fluctuations can easily be magnified or trended downwards by unhappy customers spreading the word. To maintain profitability in the face of these enhanced fluctuations, businesses must spend money (marketing) or cut costs (laying off staff who tell customers to "get the - out of my shop" would be top of my list...). I'm NOT suggesting that an unhappy customer or two is going to RUIN a business or anything, but their economic impact can EASILY exceed the cost of fixing the situation. If a business loses $100 in profits because they're unwilling to spend $25 to fix the situation (at least well enough to offset the future loss), that's just a BAD business decision.Yes, there are lots of fish in the sea, but they TALK to each other... All this said, however:  When complaining and asking for some sort of compensatory action, don't threaten (or get into somebody's face). It sends the wrong message and engages on an emotional level that is not beneficial to ANYBODY... If you walk away unsatisfied, channel your annoyance into something effective...   A'Mal</blockquote>

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