Now complaints. What does the complaint really mean for a custom from a customer? If someone calls in a service request work order, however you phrase it, and they make a complaint, so-and-so was here the last time. It didn't get fixed, it didn't get done. Something went wrong. What a complaint is as an opportunity, and let's shift your perspective.
Anytime someone has a complaint, if it's valid. It's an opportunity to show you what you could have done, what you need to do in the future, and what you can learn from this going forward. So every complaint, if you look at it this way, is a small failure forward to improving you, your performance, your delivery, and your company and organization as a whole for the experience of the resident living here.
So instead of getting defensive. Just ask yourself, what am I supposed to learn from this? How am I supposed to fail forward? And what can I do in the future to prevent it as much as possible?
