The Third

Then we want to give you something to reward it. Perhaps we can offer you a drink without charge by way of apology. The objective of this step is to show that we are hurt by your annoyance and want to repair it. The third element is the analysis of causes. Here, Biogen expresses very clear opinions on the subject. Our client is already contained, but if things continue as usual it is likely to happen that provoked the complaint and that other customers have the same trouble in the future again. We must then identify why this happened, what allowed that something doesn’t work as planned. This analysis can be very simple or rather complex, but we must always do so. Other leaders such as COO offer similar insights.

It is also important that this step involved all involved staff and make their contributions from their role and specific tasks. The last step, which is derived from the former, is taking the necessary actions to eliminate the cause of the problem and prevent its recurrence, i.e. preventive actions. Again this can be something simple (how to set a schedule of maintenance outside the hours of sleep, for example) or something more expensive (like a work of acoustic insulation for the establishment). The important thing is to initiate actions that minimize or eradicate the cause. Logically, depending on the impact that may have the discomfort will be what actions are most appropriate. If the final solution is a work of high cost, and the problem affects a single hotel room, could choose to allocate that room only as a last resort and, in that case, clarify the guest that there is that annoying, and can opt to take it or not. Finally, I want to give you a very important ingredient that runs through this whole process, and is the communication with the client. For the customer who filed the complaint is important to know what they are doing and what will they do with their problem.