Aug 28, 2026 · 10 min · 7 segments
If you can't remember the last time you personally talked to an unhappy customer, this one's for you. I'm Chad Peterman, CEO of Peterman Brothers. We run over 500 calls a day with more than 500…
When a complaint works its way up to me, it's almost never about one bad visit.
It's about a customer who felt dismissed at the first call, then didn't get a real answer on the second, and finally got someone on the phone at the third who still couldn't fix their issue.
This is not who we are and I appreciate you working your way to me because that is what you just told me is gonna make this company better.
We went out, we told the customer one thing, then they called back in to get clarification, and we told them a different price.
Well, hey, if that's what we told you the price was going to be, and you elected to do work there, but after the job, it was a different price, well, then that's on us.
The complaint tells me something real about the gap between the experience we think we're delivering and the one the customer actually had.
Those two things are never perfectly aligned, and the only way to close the gap is to keep hearing about it directly.
An angry customer is the most honest feedback you will ever get about your business.
When a complaint works its way up to me, it's almost never about one bad visit.
It's about a customer who felt dismissed at the first call, then didn't get a real answer on the second, and finally got someone on the phone at the third who still couldn't fix their issue.
This is not who we are and I appreciate you working your way to me because that is what you just told me is gonna make this company better.
We went out, we told the customer one thing, then they called back in to get clarification, and we told them a different price.
Well, hey, if that's what we told you the price was going to be, and you elected to do work there, but after the job, it was a different price, well, then that's on us.
The complaint tells me something real about the gap between the experience we think we're delivering and the one the customer actually had.
Those two things are never perfectly aligned, and the only way to close the gap is to keep hearing about it directly.
An angry customer is the most honest feedback you will ever get about your business.
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