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You Can’t Improve Unless You Know How To

You Can’t Improve Unless You Know How To

When I complain about service, I level the playing field by also making sure I compliment good service when I encounter it. I also have the belief that management wants to improve the operation and that they need to hear about poor service so that they can fix it.

Basically, I don’t have a default position that people are somehow “damaged” and unwilling to improve unless they demonstrate that flaw. That’s why I’m optimistic and not cynical when I get out of bed in the morning.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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