Conflict is good for business!

Companies cannot provide perfect customer experiences. However, they can take advantage of bad situations, by facing the conflict, listening to the customer, understanding his or her needs, and making decisions accordingly. Ultimately, it doesn’t matter how many conflicts you have (or don’t have) with the customer. What really matters is how your company deals with them.

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This post is a response to “Experience Story: I can’t believe they listened to my feedback! …(eventually)” by Syed Hassan.

Many companies try their best to prevent conflicts with their clients and correct the problems that cause them. However, these efforts prove to be futile in the long run, because it is next to impossible to maintain a perfect record of flawless interactions with customers. The good news is that conflicts with customers—dissatisfaction, unmet expectations, mistreatment and service mistakes—can actually be good for business!

Continue reading “Conflict is good for business!”

It’s not what you do, it’s how you do it

Why would some people protest against an initiative to do them good? Why some altruistic endeavours get sabotaged by the very beneficiaries of the efforts?

Why would some people protest against an initiative to do them good? Why some altruistic endeavours get sabotaged by the very beneficiaries of said efforts?

Last month, a local Vancouver newspaper reported on a group of residents who oppose an ex-neighbour’s initiative to embellish a nearby city lot. Although this proposal includes investing $7,650 of the city’s money to improve this piece of land, many residents protested against it through anonymous emails, letters to the city and even confrontations on the street! “The neighbours are up in arms”—one resident commented [1].  Meanwhile, some us wonder why these people are protesting against a plan that seems well-intended and beneficial. What is it about the whole situation that makes it deserving of such tremendous furor?

Continue reading “It’s not what you do, it’s how you do it”