Traditionally the complaints of clients in the companies have given a tremendous flojera: nobody wants to hear them, nobody is wanted to make person in charge and is a subject that exasperates until the most patient a. Nevertheless, recent innovations in the theories of management have changed their perception significantly. The complaints have been perceived like troublesome and kill-joy because to anybody it likes to listen to them: the complaint is non pleasing. We prefer the good news and we have a tendency to " to kill mensajero" , to whatever one dares to say something bad, rasposo, negative. In the companies it seems that there is nothing no better than to leave a meeting where the results were all good ones. The complaints have been perceived as conflict source and usually are orphaned, I I was not, you were you, was he. If you want to see an equipment break its cohesion it inserts a complaint to the center of the table and you will see how the harmony is broken; the accusations fly right and left. Now that if one is a group that exceptionally evaluates the equipment spirit, it will tend to exclude the complaints of the agenda, conscious way or unconscious, and to hide-and-seek them underneath the rug.

But the complaints are so many and so great that this brotherly equipment no longer can ignore them, they look for then I inform expiatorio – preferably outside the group and the ball of snow it only continues growing. The complaints have been perceived like disruptores of the eficientista mentality that require the scale economies. Everything what is against the long shots of production or that modifies the manufacture specifications is infested. The complaints also have been perceived like a necessary evil that it must be taken care of when the competition is better in something. The company reacts to the competitive pressure, but it is to the force, of defensive way, and they notice it to the clients.



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