One goes through school college medical school and one's internship learning little or nothing about goodness but a good deal about success.
Nobody had ever told me junk food was bad for me. Four years of medical school and four years of internship and residency and I never thought anything was wrong with eating sweet rolls and doughnuts and potatoes and bread and sweets.
Statistics suggest that when customers complain business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.