Our Annual Review

A lot has happened at Custom Components in the last year.  To see our annual review
 Click here

Quote Of The Week

"Management is doing things right.  Leadership is doing the right things." - Peter Drucker

Know Your Number

Ask your customers on a scale of 1-5 how satisfied they are with your product or service. You can do this in person, through an online survey, or a comment card. Tabulate all of your feedback to know the average satisfaction rate of your customers. Once you know your number, you can measure again after you’ve made some changes to know the impact of your improvements.

Source:  http://www.manta.com/

Double Check Yourself

We all know that when we see typos on a website, ad, or article, the author loses a bit of credibility. Don't make that mistake! Whenever you are writing for your company make sure that it is grammatically correct and error-free. Make it a habit to re-read your work out loud before you are finished. Even a small mistake can cause you to lose trust. If you take the extra time to double check yourself, prospects can have more confidence in doing business with you.
Source:  www.manta.com

Make It Personal

Whenever you can, take the effort to personally follow-up with a customer.

• Send a note after the sale asking if the customer is satisfied with their purchase.
• Make a call to a customer who had a product or service issue to see if everything was resolved.
• Set a meeting with a customer whom you didn’t get the sale to clarify the reason they did not choose you.

These are easy ways to increase customer loyalty and make sure your customers come back to you.

Source:  www.manta.com

Repeat Back What Customers Are Telling You

When dealing with customers, always show that you are listening by recapping what you’ve heard. This lets the customer know that you understand their wants/needs and allows you to have a clear picture of the customer’s expectations. This way, you can make sure you have the knowledge to not only make the customer happy, but to ensure you deliver with quality.

Source:  http://www.manta.com/

Quote Of The Week

"The word 'listen' contains the same letters as the word 'silent'. - A. Brendel

Imitate Others To Build Your Success

Imitation is the highest form of flattery. Look to businesses you respect. What do they do well? For example, they may have strong operations, customer support or marketing strategy. Identify what you admire from them to help you make improvements in your business.

Source:  http://www.manta.com/

Custom Components Company Completes Shelby County Schools Administration Building – Arlington, TN

Custom Components Company announces the completion of a new project, Shelby County Schools Administration Building in Arlington, TN. The new $8.5 million project is a 69,500 square foot office building.  The 42 acre complex sits on land annexed by Memphis, TN, but has an Arlington, TN zip code.  The new building will house various school administrators from throughout Shelby County, as well as the special education department.  It also has a board auditorium meant to hold meetings with a seven-member board and a potential audience of about 200. The project architect is McGehee Nicholson Burk Architects of Memphis, TN and the general contractor is Webb Building Corporation also of Memphis.

Custom Components Company supplied and installed stainless steel cable railing on the stairs and floor ramp areas for Providential Fabricators, Inc. (Memphis, TN).

Improve Customer Relationships By Listening

Make sure you know how your customers are feeling by holding feedback sessions every six months. Meeting with your major customers will help you uncover the good and bad experiences they’re having with your products or services. Take that information and make a realistic plan of action.

Becoming a better listener can help you make positive changes and improve your business relationships. Through this, your customers know you are invested in their feedback. This makes your relationship stronger and encourages them to promote your business.

Source:  http://www.manta.com/

Quote Of The Week

"I am an optimist.  It doesn't seem too much use being anything else." - Winston Churchill

Keep Customers With Superior Service

We all know that good customer service keeps customers coming back. According to a recent study, 73% of customers will spend more with a business that gives good customer service*. How can you be sure to get that repeat business from your customers? Take it one small step at a time. Make an effort to remember repeat customer’s names, their last order/service or any custom requests. By providing superior service, you rise above and become preferred over your competition. What can be better than that?

Source:  www.manta.com

Grow Your Business Through Learning

Want to know a secret on how to keep yourself sharp? Keep learning. Stay educated on what’s going on in your industry. Brush up on business basics such as accounting, economic principles, or marketing concepts. Seek opportunities to learn about new technology. Then find ways to utilize that knowledge to make your business better. Learning new things can help keep your business going with fresh ideas and new perspectives.

Source:  http://www.manta.com/

View Our Latest Newsletter

View our latest newsletter click here

Business Tip Of The Day

Stay Organized When Talking to Customers

It’s important to remember your interactions with customers, but it can be hard to keep all the information organized. Keep track of all the touch points you have with your customers by using a spreadsheet or online CRM tool. This will help outline the invested time, next steps, and due dates associated with each customer. Documenting and reviewing this information with the customer shows that you’re committed to understanding them and their business.

Source:  http://www.manta.com/

Quote Of The Week

"Ideas are a dime a dozen.  People who implement them are priceless." - Mary Kay Ash

Break Your Own Rules

When working with a customer, you know that there is not always just one way to do something. Customers in unique circumstances sometimes need unique solutions. By breaking your own rules occasionally, you may learn that you have kept a customer that may have otherwise left. It is important to make decisions based on unique issues that come your way. When you can go that extra mile for your customer and make them happy, everyone succeeds.

Source:  http://www.manta.com/

Custom Components Company Completes Alta Centrum Apartments Project – San Diego, CA

Custom Components Company announces the completion of a new project, Alta Centrum Apartments in San Diego, CA. The new $90 million project is a 379 unit luxury apartment community consisting of two separate four story apartment buildings over two levels of basement garage with 750 parking spaces which was developed by Wood Partners LLC.  The property is located in the master-planned San Diego Spectrum business and residential site.  The new apartment community is centered around an expansive pool area with cabanas, a spa, barbeque pits, a waterfall and trellises that take advantage of the area’s temperate weather.  A two-story club house with reclaimed teak flooring features a glass wall and an outdoor deck that overlooks the pool scene, in addition to a state-of-the-art fitness center and wireless Internet access.  The project architect is Thomas P. Cox Architects, Inc. of Irvine, CA and the general contractor is Cobalt Construction of Simi Valley, CA. 

Custom Components Company supplied and installed powder coated aluminum canopies, with a custom egg crate infill and tubular aluminum frames, and various aluminum and glass railings throughout the project.

Respond Promptly To Requests For Information

When customers request information about your company via email, a website form, over the phone or through some other means, they expect a quick response. When a company fails to respond--due to poor organization, incorrect contacts or a busy schedule--customers are left feeling abandoned and likely won't do business with you now or in the future.

Source:  http://www.manta.com/

Quote Of The Week

 "We don't see things as they are, we see things as we are." - Anais Nin

Check Out Our Online Store

Check out our online store  http://www.cc-aeponline.com/

Roosevelt Tower Adds Sizzle to Chicago's Skyline

Savvy architecture buffs tend to view look-at-me buildings with a wary glance. All too often, these designs are slick packages, not real places that ennoble our daily routines. Anybody who's witnessed the cacophony of shrieking skyscrapers in Dubai knows that.

Still, there is reason to think that Roosevelt University's striking new $123 million tower in downtown Chicago  will amount to something more than an eye-grabbing envelope. 

 Read more

Source:  http://www.usgnn.com/

Create More Effective Communications

Communicating with customers through various methods (phone, direct mail, email, flyers, etc) is important. Creating those communications effectively is as easy as 1-2-3:

1.     A concise value proposition: Clearly state what your product or service helps solve

2.     Provide an incentive: this can be a sale, coupon, demonstration, or sample

3.     Include a call to action: list different ways for your customer to take action to increase effectiveness

With these steps you clearly outline how the product or service meets the customer’s needs, why they need to have it and how they can obtain it. Simple, right?

Source:  http://www.manta.com/

Quote Of The Week

"Discipline is the bridge between goals and accomplishment." - Jack Dixon

Time Lapse Photography Of The Construction Of One World Trade Center

A time-lapse video has been released showing the construction on the One World Trade Center in New York City, also know as Freedom Tower . The skyscraper is being built at about the pace of one floor per week.This time-lapse photography, released by earthcam.com, gives us a quick look at the effort from the beginning.

When completed it will become the tallest building in New York and the tallest building in the western hemisphere.

The Port Authority plans to open the building in late 2013.

Click here to view the video

Increase Customer Loyalty With A Personal Touch

Show customers you appreciate their support by incorporating a personal touch into your interactions with them. Include a customized note on a sales receipt or invoice or hand out a branded item such as a pen, notepad or other small item. You could also create a special promotion for repeat customers or throw in a complementary service when your customers come back to you for more (either for free or at a discount). A small token makes your customers feel appreciated and more connected to you and your business.

Source:  http://www.manta.com/

ABI Index Positive For The Fifth Straight Month

Positive conditions persist for Architectural Billings Index

Greatest demand for commercial building projects

The commercial sector continues to lead the Architecture Billings Index (ABI) which has remained in positive territory for the fifth consecutive month.  Click here for details

Source:  AIA

Quote Of The Week

"Some succeed because they are destined to, but most succeed because they are determined to." - Henry Van Dyke

The Difference Between Good Companies And Great Companies

What is the difference between good companies and great companies?

How can you turn apathy into passion...

Satisfied customers into "raving fans?"
Click here

When Product Problems Arise, Don't Lose Customers

Business Tip of the Day:

When a product or service problem rears its ugly head, don't sweep it under the rug. Instead, be up front with your customers by taking these three steps:

1.	Proactively tell your customers about the problem, the root cause and the plan to correct it.
2.	Actively listen to your customers concerns.
3.	Don't repeat the mistake.

Being forthcoming with bad news is difficult, but your customers will appreciate your honest approach and will likely remain loyal.

Source:  http://www.manta.com/

View Our Latest Newsletter

View our latest newsletter Click here

Quote Of The Week

"It doesn't matter where you've been, it only matters where you're going." - Brian Tracy

Deliver On Your Commitments

When working with your customers, whether new or returning, be sure that when you make commitments you can deliver on them. There is no faster way to lose customers than making promises that you cannot keep. This is true whether you are quoting a price on a project, offering to have a product delivered on a certain day or stating project specifications. Say what you are going to do and do what you say.

Source:  http://www.manta.com/

Industry Sees Recovery Ahead After Four Years Of Gloom

The market recession has severely tested the confidence of the normally optimistic construction industry. Four years of struggling markets have taken a toll. However, the slow-but-steady recovery of the U.S. economy has many firms in the industry now believing that the worst is behind them and that a broad recovery is poised to begin.

The recovery of the industry’s optimism can be seen in the most recent ENR Construction Industry Confidence Index survey. The first-quarter 2012 CICI rose to 58 on a scale of 100, up 16 points from 42 in the last quarter. (A CICI rating of 50 would represent a stable market.) The 464 executives of large construction and design firms responding to the survey believe the market has stabilized and is beginning to show signs of recovery.

The CICI measures executive sentiment about the current market as well as projections for where it will be in the next three to six months and over a 12- to 18-month period. The index is based on responses to surveys sent out to more than 3,000 U.S. firms on ENR’s lists of the leading contractors, subcontractors and design firms. The latest results are based on a survey conducted from Feb. 22 to March 12.  Read more



View Our Latest Projects

View our latest projects on the Behance Network http://www.behance.net/ccaep

Check Out Our Online Store

Check out our online store.  We have hundreds of products available 24/7 Click here

Quote Of The Week

"None of us is as smart as all of us." - Ken Blanchard

All Business Is Not Good Business

While your product or service may be beneficial to the vast majority, not every client is worth the effort. A business filled with clients who are consistently looking for a "better deal" – or are otherwise causing you to lose sleep at night – is a clear sign that it’s time to redefine your target market. Start by creating a list of characteristics of your best customers and then research how best to reach them with your company message.

Source:  http://www.manta.com/

Motivate Your Employees - Give Praise

It's no secret that praise for a job well done is a great motivator. In fact, lack of recognition is consistently among the tops reasons employees leave their job. So how do you give good praise? Follow these three tips:

1.	Be specific with the praise. For example: "Great job on that ROI report. I appreciate how thorough it was and that you sent it a day early."
2.	Be genuine – employees can spot it when you're not being authentic
3.	Give praise immediately after the work is done; don't save it for your weekly meeting. Source:  http://www.manta.com/

Quote Of The Week

  "See everything.  Overlook a great deal.  Improve a little."  - Pope John Paul XXIII

Spice Up Your Email: Add Video

Video can take your email campaign to the next level. Adding a video into your email is the perfect way to engage your customers with helpful, useful content. It's easy to incorporate a video, just add a screenshot of the video and link to the full video on your website or YouTube site. You'll have a more engaging email and a dynamic way to showcase your products or services.

Source:  http://www.manta.com/

Stand Out: Send A Spring Thank You

Customers often expect cards and gifts during the winter holidays, when your message is just one of dozens they receive. But they won't expect a note sent off-season, such as in Spring or Summer. So go ahead, send a Thank You when they least expect it and you'll truly stand out!

Source:  http://www.manta.com/

How Important Are Relationships?

Relationships are critically important to success and happiness in our business and personal lives.  Click here to find out how to improve them

Quote Of The Week

"Many of life's failures are people who did not realize how close they were to success when they  gave up." - Thomas Edison

Custom Components Company Completes Lynn University Remembrance Plaza, Boca Raton, FL

Custom Components Company announces the completion of a new project in Boca Raton, FL, the Lynn University Remembrance Plaza.  The new structure tells the story of four university students and two professors who lost their lives on January 12, 2010 when a 7.0 earthquake struck Haiti.  The students and faculty were part of a group that went to Haiti in January of 2010 as part of the Journey of Hope – one endeavor in the university’s tradition of service.  Remembrance Plaza is a place of remembrance and reflection… a place of inspiration.  Using elements of light, water, and trees, the memorial plaza features: six triangles/prisms of light, representing each of the lost individuals, a waterfall cascading from the roof of the memorial flowing onto six steps and into the lake, a bas relief map of Haiti including the story of the Journey of Hope, a royal palm – the national tree of Haiti and benches for students and other guests to reflect, study and visit.  The memorial was designed by Sousa Architecture of Miramar, FL and Gerrits Construction, Inc. of Boca Raton, FL was the general contractor.

Custom Components Company, through its Engineered Services™ brand, consulted with the design architect, Luis Sousa and provided a complete engineered product solution for this one-off glass application.  In addition to final product design, structural engineering was provided to insure full building code compliance.  The glass prisms are made from nearly a quarter of a million dollars of Narima™ dichroic color effect glass from Schott North America, a unique glass that produces dazzling variable color effects.  TriView Glass Industries, LLC (City of Industry, CA) did the lettering, fabrication, laminating and tempering of the glass.  Faour Glass of Tampa, FL provided installation services in the placement of the glass prisms.

The 48" x 96" high glass prisms consist of two layers of glass sandwiched around the Narima™ inner layer with a matching top.  Each prism contains a printed memorial statement about each of the students and professors.  The six prisms have accent lights and sit on a concrete base that appears to float in the middle of a reflective pool.  Each glass panel in the prisms is retained by custom stainless steel point mount connectors.  As a contribution to the Remembrance Plaza, Custom Components Company supplied our engineering and design services, through our Engineered Services™ division, at no cost. 

Upset Customer? Stay Calm

Dealing with upset customers can be difficult and frustrating. But it's important to have a plan, especially given that it’s much more difficult to attract a new customer than it is to retain an existing one. So what do you do when a customer is heated? First: stay calm. Listen carefully to your customers' complaints without interrupting. Acknowledge the problem with empathy and respect. Let them know what you can do for them and make them aware of all of their options.

Source:  http://www.manta.com/

View Our Latest Newsletter

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The 10 Most Inspiring Glass Buildings In The World

View the 10 most inspiring glass buildings in the world.  Click here

Want A Better Bottom Line? Give Better Service

It's proven. Customer service can lead to a stronger bottom line. A 2010 American Express survey found that 75% of small business customers are willing to spend more with businesses that provide great service. But two thirds feel companies aren't doing enough to earn their business. So put your customers first and they'll repay you – literally!

Source:  http://www.manta.com/

Skidmore, Owings and Merrill Completes Curling Al Hamra Firdous Tower In Kuwait

Described as a ‘enshrouded figure’ by architects and engineers Skidmore, Owings and Merrill (SOM), the recently completed Al Hamra Firdous Tower in Kuwait City now spirals towards the gloriously sunning skies over the Persian Gulf. Three glass veils on the north, east and west sides of the form are counteracted by a near-opaque stone wall on the south face, shielding the volume’s inhabitants from the often harsh glare of the Kuwait sun.

This south-facing wall decreases the solar radiation felt by the building and defends the interior space from critical environmental conditions. The reinforced walling system is punctuated with sheltered windows which offer stunning views out towards the Arabian Gulf.  Read more

Visit Our Online Store

Visit our online store.  Hundreds of products available 24/7 http://www.cc-aeponline.com/

Change Is Good...You Go First

Watch this informative and fun video Click here

Quote Of The Week

"We first make our habits, and then our habits make us." - John Dryden

 

 

 

 

 

Custom Components Company Completes Palomar Medical Center Project

Custom Components Company recently completed a project to supply custom railings, handrails and cladding for the newly constructed Palomar Medical Center West in Escondido, CA.  The $956 million, 740,000 square foot, 11- story building will feature 288 private, single patient rooms, 50 emergency and trauma rooms and 12 operating rooms..  The hospital’s unique design will meld high tech within a healing environment of gardens, terraces, and outdoor balconies.  Waiting areas will have access to fresh air and two story courtyards on each floor which will bring the calming power of nature to patients and families.  Natural light will permeate the structure; even the traditionally stressful environments of trauma and emergency will feature skylights and courtyards, creating a brighter, greener atmosphere.  The signature 1.5 acre green roof and terrace above the surgery, cardiology and interventional radiology suites will offer yet another opportunity to experience the beauty of drought resistant and native plants – and it is also designed to deflect light and heat to provide a natural cooling system for the facility.  CO Architects of Los Angeles were the architects on the project.  DPR Construction of San Diego was the general contractor.  The new facility is scheduled to open in summer of 2012.

Custom Components Company supplied over 1,300LF of our Series 700 glass railing, stainless steel hand rails, stainless steel cladding and installation to Clark Steel Fabricators of Lakeside, CA.

Get Free Buzz for Your Biz

Public Relations is still a great way to get some free buzz for your business. News writers are always looking for unique, interesting takes on a story – especially if you can provide expert input on a timely topic or current event. Don’t be afraid! Reach out and offer your input.

Source:  manta.com

Sales Motivation

Send this video to every salesperson you know.  Click here

Source:  simpletruths.com

Quote Of The Week

"Common sense isn't so common." - Voltaire

Stay Current In Less Time

Keeping up to date on the latest industry news and happenings can be time consuming. Follow these simple tricks to streamline and save time:

•	Set up a free Gmail (Google email) account to receive "Google Alerts." Google Alerts allow you to track stories of interest by topic, like your industry's key terms or competitors. When Google finds a story containing that term, it will arrive in your Gmail inbox as an alert.
•	Search for industry-specific news sites or blogs and sign up for their free RSS feeds, which will be sent directly to your email address.
•	Get news you choose directly on your smart phone with popular apps like Pulse or TipB.

 

Source:  www.manta.com

Charging The Human Battery

Sometimes we need to find ways to motivate ourselves and realize what is really important.  This book from Simple Truths show us how.  Click here to view

Source:  www.simpletruths.com

Business Tip Of The Day - What Keywords Tell You

What Keywords Tell You

Keywords aren't just for SEO geeks.  They are a powerful tool for understanding how your customers look for your services - how they think and talk about your products and services - and about your business and industry.  Get the details in this video

Source:  http://www.manta.com/

Quote Of The Week

Quote of the Week:  "It's choice, not chance, that determines your destiny." - Jean Nidetch

Custom Components Appears In designandbuildwithmetal.com's Ezine

Custom Components appears in designandbuildwithmetal.com's ezine.  Click here to view

http://tinyurl.com/6loaftp

Business Tip of the Day

Start Small with Pay Per Click Advertising

New to Pay-Per-Click (PPC) Advertising? The best way to get started is to start small, iterate, and expand. Being able to effectively track and manage progress within your campaigns is critical, and there is a very real management cost to building out an overly large campaign out of the gate. Pick a subset of the products you sell, the locations you can target, or the terms you can use within your campaign and start there. Iterate within that smaller subset, then start to apply your early findings to the creation of new parts of your campaign.

Source www.manta.com

View Our Latest Newsletter

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How Do You Spend Your Time?

I don't think I have ever heard anyone complain that they don't have enough to do..  Somebody once said that we spend approximately 40,000 hours of our lifetime in the workplace.  How do we make that time productive?

A few years ago, I was introduced to a time management philosophy that made sense, and really seems to work.  It is based on the Pareto principle that basically says "80% of your results come from 20% of your efforts."

Another way to look at this is to divide your work tasks into three groups (A, B and C), based upon the impact those tasks will have on your or your company's success.  The "A" items will have the biggest impact, the "B" items will have a lesser impact, and the "C" items the least impact.  Let me tell you right now however, the irony in this system.  Typically, the "A" items are the most difficult and take the most time to complete, the "B" items, are less difficult, and take less time complete.  The "C" tasks are generally the easiest and take the least amount of time to complete.

An example of an "A" task is a large project or complicated quote that can bring in millions of dollars.  An example of a "C" item is clearing out the spam from your email inbox.  Unfortunately, human nature being what it is, and wanting a sense of accomplishing something (I do it on occasion), people will fall into the habit of focusing on those "C" items, with very little return.

The real focus should be on spending most of your time each day on your "A" tasks,then your "B" tasks, and the least amount of time on your "C" tasks.  A physical aid for this process is to have your "A" tasks in a prominent position on your desk and your "B" tasks nearby.  Take your "C" tasks and put them in a desk drawer, out of sight.  After six months, take a look at those "C" tasks in the drawer.  If no one has asked you about them, throw them out, as chances are no one will ask about them.

Like I said, it's a process that seems to work and improve productivity.  It's not easy, at first, because it involves changing habits.  But give a try.  I think you'll improve your productivity, impact and results.

Dave Janosz

Marketing Manager

Custom Components Company

Quote Of The Week

Quote of the Week:  "Excellence is not an act...it's a habit." - Aristotle

Respond Promptly to Requests for Information

When customers request information about your company via email, a website form, over the phone or through some other means, they expect a quick response. When a company fails to respond--due to poor organization, incorrect contacts or a busy schedule--customers are left feeling abandoned and likely won't do business with you now or in the future.

Source:  http://www.manta.com/

Vince Lombardi On Winning

"Winning is not a some time thing, it is an all the time thing.  You don't do things right once in a while...you do them right all the time."  What does it take to be number one? Winner of five NFL Championships and Super Bowls I and II, Green Bay Packer Coach Vince Lombardi was at the top of his game, both on and off the field. His secrets to winning are captured in this video..

View the video

Source:  http://www.simpletruths.com/

Construction Humor

Make The Most Of Your Business Cards

Business Tip of the Day: 

Business cards are a great tool for marketing because they're easy to deliver and most people keep them. Some ideas to enhance their value: Include a QR code that links to a video, testimonials from satisfied customers or an irresistible offer. And remember to use the back of the card as well as the front.

Source:  http://www.manta.com/

Custom Components Company Announces New Project - University of Florida Stadium Club

Custom Components Company just finished a new project, the University of Florida Stadium Club in Gainesville, FL.  The Stadium Club is a newly constructed building designed to take advantage of Florida's outdoor lifestyle by providing maximum street exposure to college students, community residents, and sports fans alike.  It is located directly across from Ben Hill Griffin Stadium at the University of Florida.  The building is a mixed use venture that features shops and restaurants, as well as luxury condos.  Lugert Development Corp. of Ocala, FL is the general contractor.

Custom Components Company supplied and installed a custom designed and fabricated aluminum trellis structure that dominates the rooftop of the building.  The beams for the trellis are 3" x 8" x 22', fabricated of stretch formed aluminum  from Southern Stretch Forming in Denton, TX, and powder coated in an AAMA 2605 Spraylat Newlar powder coat finish.  The beams were then placed in a specially designed transport and positioning jig that was "flown" up to the rooftop, by crane, for installation.

Quote Of The Week

"It's not the circumstances in which you find yourself; it's the choices you make that define the person you become." - Nido Qubein

Be Quick When Making Decisions

How fast or slow does your company make decisions? Rapidly growing businesses have tied the speed of their decision making to their success. There are not a lot of examples that show success from slow or drawn out decisions. Business owners need to be quick, smart and able to change their view based upon new facts.

Source:  http://www.manta.com/

Strive To Exceed Expectations

You should always deliver on your customers' expectations, but you can achieve even greater success if you exceed those expectations. Stay in touch before, during and after a job and inform customers about deliverable dates and any delays. These actions go a long way to build customer loyalty, repeat business and word of mouth referrals.

Source:  www.manta.com

Don't Try To Hide Negative Feedback

Business Tip of the Day

Don't Try to Hide Negative Feedback

Face negative feedback head on instead of shying away from it. Addressing customer concerns builds trust, helps diffuse a tense situation and can help you win back an upset customer. Even better, it gives your brand advocates a chance to come to your defense.

Source:  http://www.manta.com/