I once went to a seminar where complaints were described as snowflakes. They are rare, precious and absolutely unique. You cannot buy them. They are the best feedback you will ever get. Someone has taken the time to tell you something you did not know about your business, I hope. You should cherish them.
I would definitely agree with the sentiment. However, when I managed a betting office and had a six-foot-six-inch thug with a shotgun demanding money for a bet he had put on too late, I did not quite see him as a snowflake or felt like cherishing him very much.
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