一个不满意的顾客将使企业损失许多潜在的客户；其实只要处理得当，反而可以得到更多的顾客。一架由英国伦敦经美国纽约、华府、飞往迈阿密的英航班机，因为“机械故障”，迫降在纽约。英国航空公司立即调动班机，将63名旅客接往目的地。当这63名旅客分别抵达华府或迈阿密时， An unsatisfied customer will cause the company to lose a lot of potential customers; in fact, as long as it is handled properly, it can get more customers. An English flight from London, England, through New York, Washington, DC, and to Miami, was forced to land in New York because of a “mechanical fault.” British Airways immediately mobilized flights and took 63 passengers to their destinations. When these 63 passengers arrived in Washington or Miami, respectively,