Home warranty companies were - for the third year in a row - one of the most complained-about categories. I'm dismayed because most of the complaints could be corrected with a little more focus on communication - and more upfront understanding of what the service is.

Earning better grades from members really isn't that difficult. Most of our members would rather post positive reports than negative ones. Service companies that consistently take the little time to really listen to what their customers want are often rewarded for their good care. Even if they can't always deliver, by being upfront about it and working with the client, they can keep the customer's confidence.

It was interesting that four of the Top 10 least-complained about categories involve pet care.

Veterinarians were the No. 1 least complained about category last year. That high level of focus is something that all service providers should have.


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