Monday, February 28, 2011

Complaints

Customers tell us when we underperform. And they tell us if we really screw up, or maybe they don’t?

If a customer has a bad Monk Office experience and doesn't tell us, then they may never do business with us again, and we may not know why, or even that they have left. And they tell two friends and they tell two friends and so on and so on.

If the customer does not complain, the staff may let us know that it did not go well, so that we can do something about it. Mostly, if we all do what we say we will do, and when, then the customer will be happy. That is, if we execute our jobs flawlessly.

It’s all about the people

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