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You'll face moments of truth every day of your life. You'll make decisions and take the consequences. The consequences can be good, they can be bad, but they are there for every action you take. Moments of truth can have a profound effect on your business, and complaints have enormous significance, so we'll consider client complaints in this chapter. It's odd, but not one of the businesses I've canvassed over the years has a set policy for dealing with complaints -- not a single one. The usual response I gained was that the business would deal with complaints as they came in, in a case-by-case manner. Some business owners simply replied, "We don't receive many complaints."