The Silent Majority: Don’t just listen to the customers who complain

One of the cinemas we visit regularly used to sell crisp warm samosas during the interval. But the last time we went, they had taken them off the menu. When we asked why, they said they had too many complaints about the samosas being too oily or too spicy and so they had decided to stop selling them even though they used to be a top selling item.

I suppose the people who liked the samosas didn’t bother giving any positive feedback (apart from buying large quantities). Making business decisions based only on complaints from a minority of customers doesn’t make sense. Food for thought in the era of Facebook comments!

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