Browsing All Posts published on »September, 2011«

Turn around complaints

September 28, 2011

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I actually read this piece in a management magazine and thought I would share. It works if you are in a service industry, delivering an actual product or managing a project: Let them rant. Don’t interrupt, don’t glower and don’t judge, however  wrong or rude they are. Instead, memorise every details of their grievance, encouraging […]