Living in a vacuum. Very often, we live in a vacuum. Go to work, do our work, we produce products. We believe that all is well. After all, we wrote instructions, ordered a good raw material, have developed an excellent scheme of the process, designed a great machine. And even have no idea that our instructions are no carries, defective raw materials, production line installed with violations in the design allowed a miscalculation. All determine the outcome – all the user specifies.
The one who signs the payment order. And what does he think about the quality of our product is far more important than what we think about it. So that the voice of the consumer sometimes the only way to exit the vacuum of information and find out the truth about ourselves and our products. Consumer complaints – the tip of the iceberg. Why complaint useful to us? More than once the heart of any TCI chief or head of service quality contracted with the message that here, again came to claim. No matter how unpleasant it is a message for us, people who are responsible for the quality of products in the company, however, it is necessary to our ears to seditious tenet – the complaint is good for the company! There are people who tell us that something is wrong in our system. These people are helping us to establish the cause of the problem. Let us tell them thank you for it. Recommendations of consumers – do we need a wicked hat-check girl at the outlet? – The importance of small things Have you been to the theater? Do not irritate you sometimes, after an excellent performance, the need to stand in line for half an hour outerwear, simultaneously listening to the comments of disgruntled hat-check girl? Have you sometimes hear stuff, wish to find management of theater and tell them what you think about them and their hat-check girl? And most important, if such was the case with You, whether you come once again in the theater? People often think is not logic, and feelings.