Sir,
While it is flattering someone has been tracking all my letters for years (The Oban Times, August 10), Kenny McLennan has not woken up to how complaints are actually positive.
Back in the 1980s, some business people were talking at a meeting and one man was having a major whinge about complaining customers. ‘But Gus,’ said a friend, ‘how else do your customers help you to improve your business?’