May 6 – It’s a curious process listening to people.
I went out with one of more experienced team members today to visit a site and to talk to him. He’s been with the company a lot longer than I have.
We talked about the business we’ve lost, some of which he’d been dealing with. During the course of this he mentioned the fact that they’d been telling him for some time that they weren’t happy with a particular aspect of our service. I asked him to explain. It was all news to me.
“Had he told anyone?” I asked.
“Why not?” I asked.
“I assumed everyone knew”.
I phoned East. And Hitchin. Neither had known.
It was a bit late to learn now.
But it did provide an insight.
And a massive learning point.
It’s time to reiterate the need for people to report when customers aren’t happy before it’s too late.