Complaints and compliments: are you communicating?

Within 24 hours its easy to immerse yourself into an organisation or business and see when people arent communicating effectively. As an outsider, it is easier to see what others don’t. Including the good things – the compliments. This is when you see something and think (or say) “aaah I like that”.

Did you learn that etiquette tip as a kid? When you first meet or greet a person, you select one thing that you can say which is positive, and use their name with it eg, “its good to see you again Sue, and thanks for being on time”… or “its great to catch up with you John, your office manager was fantastic with me on the phone this morning – very efficient”. Try it. It’s lovely when it’s done to you #feelgood

Complaints are challenges. It’s the area where we focus because it teaches us we need to learn, educate, and be aware. Complaints happen because we aren’t doing something right. When staff say “I don’t know what’s going on in this place”, it’s probably because no one is actually telling them. Or perhaps they think they are telling them however there are so many barriers in what is being said, they still don’t “get it”. You know the 10 times over edited document that went through 4 layers of approval process? You know what I mean.

Compliments are wonderful. But how often do you get them? How often does someone go out of their way to let you know you have done something right as an organisation or business and they like your service? Do we ever tell Telstra? Do we tell them that in all reality they do have the best mobile coverage available and if in business we are really quite grateful for them? I suspect not. But it’s true.

Complaints and compliments are all linked to a single act. That is, the act of communicating.

Social media has certainly added an interesting spin. Here we say what we feel. We share opinions and those opinions are public. In social media world, if you aren’t having your say, then you aren’t being social. And in that context, in the business arena it can have a more overwhelming consequence. It’s a bigger risk. What are they saying? Do you really know?

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