The document discusses the importance of customers in any business. It notes that customers are the most important part of the business, as they are the reason for its existence. Customers deserve respect and the most courteous attention from employees. While only a small percentage of dissatisfied customers complain, most will stop doing business with a company after a negative experience. Properly addressing complaints is important, as the majority of complaining customers will continue being customers if their issue is resolved. The document emphasizes that customers should be treated as human beings rather than just sources of money.