Complaints, Complaints, Complaints

I must be nuts by having “Complaint & Feedback is a gift” as the title of this article. No one likes to receive complaints. Everyone loves compliments. It makes them feel good and they are more assured of going in the “right” direction.


Many companies use complaints and feedback as a key performance indicator to check whether they are performing well in their service to the customers. The lesser the complaints and feedback, the better the service that they have rendered to the customer.

I heard of some companies using this indicator to measure their service level. Every single year, the management would like to see lesser and lesser complaints and this message has been propagated down to all supervisors

This seems like a perfect scenario of both the management and the supervisors.
The expectation of the management is met and the supervisors received great bonuses for reducing the number of complaints.

Lets see this in another perspective by adding the actual number of complaints in the table now.

The supervisors need to meet the expectation set by the management and in order to do that, they have to “reduce” the number of complaints. Creativity will come into action now. The criteria for a complaint will be redefined so as to reduce the number of complaint cases. That is one such creative action at work.

So is such a Key Performance Indicator (lesser Complaints) Good for the Company?

To me, Complaints and Feedback are Opportunities
With Complaints and Feedback, though we may not feel good initially. Over time, we will grow to appreciate such complaints and feedback as they are opportunities for us to evaluate our current situation and to improve on it. For situations that are not right, we stop, change direction and re-strategize. For Situations that we already are into, we will enhance and seek to do better.

 

 

With Compliments, we will feel good and we will continue to do the same things in order to get more compliments in the future. By doing the same things, there is less room for improvement. We will be stuck in this “feel good” situation.

Our Own Presents and Gifts
In the financial world, when we have made a mistake in one particular investment or trade, we may complain and blame ourselves of this “foolish act”.

Statements such as the following would have surfaced.
“I should have followed the rules.”
“I should have taken my profits last week. Now I am in the red”
“Please, let my investment go back up and I will exit my positions”
“I should have not gone into this investment.”
“I should have listened to my mentor.”
“I should just stay clear of investment. My 9-5 job is enough for me”
“I should have read more books before starting”
and many more.

Don’t we complain on the above statements very often, or complaining about ourselves or having negative thoughts. Think again of these complaints. Look again at these complaints from another angle.

Everyday and many events in our life, we have been presented with many opportunities. We have been given many presents and gifts by ourselves. Did you manage to open the presents and gifts?

“I should have followed the rules.”
Do this : Keep a Journal on the number of times u managed to stick to your rules.

“I should have taken my profits last week. Now I am in the red”
Do this : In the next trade, exit half of the profitable positions and keep the other half in the market. This is to keep the greed in check.

“Please, let my investment go back up and I will exit my positions”
Do this : Establish a Stop Loss point and an Exit point before you enter a trade.

“I should have not gone into this investment.”
Do this : Plan well before you start any investment. Especially in the capital that you have placed in.

“I should have listened to my mentor.”
Do this : Keep emotions in check. Follow the rules and review the lessons taught by your mentor.

“I should just stay clear of investment. My 9-5 job is enough for me”
Do this : Never Give up on your pursuits. Life is full of hard knocks. Keep pressing onwards and you will succeed.�

“I should have read more books before starting”
Do this : There is no better time than now to start on anything. You will not know what you don’t know until you start.

So as of today, look at complaints and feedback from a different angle.

Complaints and Feedback present an opportunity for us to improve. To be able to see this as opportunity is a Present, to seize this opportunity and do it well is a Gift.  

Start Opening your Presents and your Gifts Right Now !!

Cheers!