While it seems contrary, I think the most successful experiences we've had are those we brought from complaint to compliment. 

We can't grow if we don't "know." So often people just don't want to express themselves, much less have a confrontation.  One wouldn't think such - especially when on social media.  The more conservative the culture, the less likely someone will be candid, especially in a professional environment.

In seeking feedback and encouraging such transparency, loyalty grows (or at least one's character.) It's also free strategic planning - what do you need to change, eliminate or improve upon to reach your next professional goal?

Even if you don't retain a client, you retain a clear conscience.