Goodwill is the only asset that competition cannot undersell or destroy.
Marshall FieldRead
Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Those only hurt me who are displeased but do not complain. They refuse me permission to correct my errors and thus improve my service.
Interpretation
What this quote means
This quote highlights the importance of feedback and constructive criticism in improving one's service or business.
Marshall Field emphasizes that the opinions of customers play a crucial role in shaping and refining a business. While buyers support him and flatterers please him, it is the complaints that provide valuable insights into necessary improvements. Those who merely express dissatisfaction without offering feedback hinder progress by denying the opportunity for correction and enhancement in the service provided.
Themes
FeedbackServiceCustomersImprovementBusiness
In practice
Example use cases
In a business meeting when discussing customer service strategies.
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