Who Will Gather the Intelligence?
There is no greater value than that to be gleaned from your customers and clients who are prepared to take the time to give you feedback – which is a much more constructive way to describe a complaint. These gold nuggets are literally worth their weight, when you are able to capture, dissect and respond positively to what you find out. Yet many organizations revel in low complaint rates! The key to this is your people – all of them. It is about turning them from being fearful of when a complaint comes in, to positively gleeful, because of the enormous opportunity it presents. By ensuring that every one of them is geared up to sense when things aren’t going well, you will create an army of willing volunteers who are ready for action. Their job is to seek out and get to the bottom of any dissatisfaction they perceive. This has to happen in the moment, all the time, or it will have passed and the opportunity will have disappeared into the anonymity of an ended phone call; a person now bac
