This may seem like an odd subject to speak about, but here goes anyway.
Sometimes we miss things! It does happen despite our best efforts, employee training, spot checks and careful workmanship.
Our policy is to use the complaints as a springboard for improvement. Recently, for example, we used a complaint to inspire a whole new method of completing detail jobs utilizing written work orders. It was my Dad’s idea and has worked great so far (thanks Dad!).
So if we do miss a spot, we don’t mind hearing about it because we want to give the best service we can and we like feedback. Both good and, um, not so good.