opportunity 65 of 150 There are so many things to attend to in business. Each and every day tends to be filled with an ever-growing range of tasks, responsibilities and priorities. Because of this, so many opportunities that have the potential to deliver so much value are overlooked. Consider, for example, the importance of encouraging […]

opportunity 65 of 150 There are so many things to attend to in business. Each and every day tends to be filled with an ever-growing range of tasks, responsibilities and priorities. Because of this, so many opportunities that have the potential to deliver so much value are overlooked. Consider, for example, the importance of encouraging and responding to complaints. No one likes complaints – but we should encourage them – and act on them. Research in the United States found that, contrary to popular belief, most people who have a bad experience do not complain. Indeed, it was found that some 96% of people who have a bad experience do not complain. The reasons for not complaining were many and varied. Among them were almost certainly: I cannot be bothered! What difference would it make? What good would it do? The implications of not receiving complaints are also many. They…