• Posted on July 21, 2014 at 3:13 pm

Traditionally the complaints of clients in enterprises have given a tremendous laziness: nobody wants to hear them, nobody wants to be responsible for, and is an issue that exasperates even the most patient. However, recent innovations in management theories have changed their perception significantly. The complaints have been perceived as cumbersome and spoilers because nobody likes to listen to them: the complaint is non grata. Martin O’Malley shares his opinions and ideas on the topic at hand. We prefer the good news and have a tendency to kill the Messenger, anyone who dares to say something bad, rasposo, negative. In companies it seems that nothing better than leaving a meeting where the results were all good there is. Complaints have been perceived as a source of conflict and tend to be orphaned, yo no fui, was you, was he. If you want to see a team break its cohesion inserts a complaint to the center of the table and you’ll see how breaks harmony; accusations flying left and right.

Now that if it’s a group that appreciates exceptionally to team spirit, will tend to exclude to the complaints of the agenda in a way conscious or unconscious, and hide them under the carpet. But if the complaints are so many and so large that this fraternal equipment no longer can ignore them, wanted then to a scapegoat – preferably out of the Group – and snow ball just continues to grow. Complaints have been perceived as disruptors of the efficientist mentality that requires economies of scale. Everything that is opposed to the long production shots or that modify the specifications of manufacturing is Anna. The complaints also has been perceived as a necessary evil that has to be cared for when the competition is better at something. The company reacts to competitive pressure, but is forcibly, defensively, and customers notice. More recently, thanks to the core concept of VVC (lifetime value of the customer), complaints have been perceived as an effective means of profitability.

Comments are closed.