You’ve got to listen to the people to change the company

150922tmc

“The key to improving is to make problems smaller, and I mean that literally. When, for example a customer has a complaint, the human tendency is to try and solve the whole problem at once. But most often, that’s not the fastest way to help a customer. When you split the big problem into little problems, then maybe some of those small problems are easy to fix, and thus you can help the customer very quickly. And more often than not, when all the little problems are solved, the big problem isn’t so big anymore. It sounds really simplistic, but it works, and your customer satisfaction rises.”

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