企业在生产产品和为用户提供服务的过程中，难免会因各种原因受到市场的冷落和用户的批评、抱怨。对此，企业该怎么办？是漠然置之，我行我素，还是积极对待，主动整改，这实在不是个小问题。 海尔集团总裁张瑞敏在《优质服务；抱怨是最好的礼物》一书的序中写到：“创业初期， Enterprises in the production of products and services to users in the process, it is inevitable for a variety of reasons by the market's cold and criticism of users, complain. In this regard, how to do business? Is indifferent to their own way, or positive treatment, take the initiative to rectify, this is really not a small problem. Zhang Ruimin, president of Haier Group, wrote in the preface to the book, “Good service; complaining is the best gift.” In the early days of entrepreneurship,