X was Never Part of the Deal.

Written By Bernard Hill

“Conflict provides us with information.” - Nikola Overall

A complaint is the complainant alerting us to an information gap.

‘I expected you to do X. But you did X minus Y.’

From this, we learn:

  • what the complainant expected.

  • what the complainant got

From this we can respond by:

  • giving the complainant what they expected or compensating for it

  • explaining to the complainant that X was never part of the deal.

Then we can set about:

  • making sure we give people what we promise

  • making sure we manage people’s expectations

Bernard Hill
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