Allan Branch on treating customers right:
You can’t always “win.”
“Winning” is ego driven. Did every customer that complained have just cause? No, many customers had too high of an expectation of a $10 car wash. But an excuse would only have fueled that upset customer to tell all their friends about their bad experience.
To be generous and giving means a few people will take advantage of your kindness, but this shouldn’t stop you. Everything, even a complaint, is an opportunity. Be generous and humble.
Pass this whole story on to everyone on your support team right now.