Great topic and insights from your experts! Too often leaders get annoyed by those "pesky" complaints from "hard to please" customers when, in reality, they may be offering a window into an early problem and should not be blindly ignored. Marriott used to have a video called "The Silent Complaint." It is about a customer who has a bad night at one of their hotels and, when checking out, says everything was "fine" then tells his companion, "I will never stay at a Marriott again." To me, this is the "complaint" all leaders should fear! Tell me about the problem and I can fix it. Keep it quiet and never come back again? Ouch!
I loved what you wrote: "... those "pesky" complaints from 'hard to please' customers when, in reality, they may be offering a window into an early problem." Thank you for teaching me about "The Silent Complaint" and it being one that all leaders should fear. That is an illuminating point. I think that also goes for our personal relationships. The costs are high and painful. Let's learn about it and commit to satisfying the need. Great comments, Ed. Thank you!
Great topic and insights from your experts! Too often leaders get annoyed by those "pesky" complaints from "hard to please" customers when, in reality, they may be offering a window into an early problem and should not be blindly ignored. Marriott used to have a video called "The Silent Complaint." It is about a customer who has a bad night at one of their hotels and, when checking out, says everything was "fine" then tells his companion, "I will never stay at a Marriott again." To me, this is the "complaint" all leaders should fear! Tell me about the problem and I can fix it. Keep it quiet and never come back again? Ouch!
I loved what you wrote: "... those "pesky" complaints from 'hard to please' customers when, in reality, they may be offering a window into an early problem." Thank you for teaching me about "The Silent Complaint" and it being one that all leaders should fear. That is an illuminating point. I think that also goes for our personal relationships. The costs are high and painful. Let's learn about it and commit to satisfying the need. Great comments, Ed. Thank you!
Thanks, Michael!