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22. You’ve done what? > How did it go?Q    I remembered this idea this morning ...

How did it go?

Q    I remembered this idea this morning when I went in to the marketing department and found that my lot had completely ruined an expensive carpet by not covering it up while they repainted the false ceiling. I apologised whole-heartedly, and eventually a very angry manager calmed down. ‘Right,’ I said ‘Let’s work out what we need to do to get this carpet as back to normal as we possibly can.’ Then, guess what? She kicked off again, bringing up an array of incidents that I remembered from some time back when there had been other glitches in the maintenance service?

A     Ah yes, sorry, I should have mentioned that. When people get angry and start to complain they rarely keep to a single point. They will rake up old faults, sometimes very old ones. You have to make sure they have got it all off their chest before reason gets a chance. Ask questions like, ‘I think we should take this opportunity to look at the performance of the whole maintenance service we provide. Are there any other places where you feel we have fallen down?’


  

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