A technician diagnosed and made a repair, collected payment, and went to her next call thinking that everything was OK with that customer.
However, the customer wasn’t satisfied. He thought the $400 bill was too high, so he went on the internet and found out that the contractor’s expenses were a small fraction of the total repair cost. He calls complaining about the bill — even though he paid it — or worse, never says a word and just puts a negative review on social media sites because he thinks he got ripped off.