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      "body": "**No organization likes to hear, especially from its customers, that its products or services do not meet their expectations. Imagine that this will be passed on. But receiving a complaint is not just a negative event. It is also an opportunity for the organization to identify and improve weaknesses. In fact, you should be pleased with a complaint.**\n\nIt is not uncommon for organizations to spend a lot of time and money on quality assurance and try to seek opportunities for improvement through audits, inspections and incident investigation. Sometimes even an expensive external consultant is used to find out why the organization is not doing as well as the competitor. \n\nThese initiatives are mainly inward-looking and focused on improving processes, products and services, in other words, on results. In many cases, significantly less attention is paid to the effects of these results on its customers. Ultimately, the effect of your product or service on a customer's life is the only thing that is really important. How exactly this product or service is created is less important to a customer.\n\nIn contrast to the above initiatives, feedback from your customer is free of charge and directly relates to the effect and thus the perception of your product or service. It gives you an immediate indication of how satisfied your customer is. A satisfied customer is a happy customer and a happy customer will be happy to come back or stay with you. You can even ask a very satisfied customer as a referral in your search for new customers. \n\nOf course, improving your internal processes and procedures is fine, if you don't forget what it is all about: improving the effect of your product or service on your customer. \n\n*You have nothing to do with an excellent product or service without customers.*\n\nIf your customer has a complaint, this means that there is a deviation from its expectations. She is not satisfied with the effect of your product or service. The fact that she complains and doesn't go looking for a competitor means that she still likes to continue with you. But your customer does expect her complaint to be taken seriously and resolved. A complaining customer is much better than a customer who quietly says goodbye to your organization and then rounds out that your products or services are not good enough.\n\nNever make the mistake by trivializing a customer's complaint. Do not think that the expectations of a customer are unrealistic, unreasonable or impractical. Of course, it is up to you to determine to what extent you take a complaint seriously and to what extent you act on it. But also realize that this customer decides who she does business with. Customers are looking for organizations that can meet their unique needs and requirements. If you are not actively involved in addressing the needs and requirements of your customers, you can be almost sure that these customers are actively looking for an alternative.\n\n**Make customer complaints high on your priority list.**\n\nThe best organizations realize that correct handling of complaints is an important part of their relationship with their customers. They understand that only through feedback from their customers is it possible to improve the effects of your product or service. That is why dealing with complaints is part of an efficient Quality Management System. Indeed, why should you wait for a complaint? Just ask your customers on a regular basis how you can improve your product or service. \n\nDesign a simple procedure in which you make sure you record each complaint, investigate it and take timely action. Communicate your intended actions to your customer. Communicating only without action is of little use. The same applies to an action that is not communicated. By communicating, your customer gets the attention she deserves and the feeling that you take her complaint seriously. You show that something is being done to prevent repetition. It is only when your customer can agree with the solution that she is satisfied - not before. \n\nWhen you work together with your customer to eliminate the cause of a complaint, this improves the mutual relationship. It increases the customer's confidence in you and your organization and leads to a clear win-win situation. By taking complaints seriously, you actively work towards a long-term open and honest relationship.\n\nTo a better, safer and more friendlier world, \nGeert",
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      "body": "Many accidents are caused by bullying causes and factors. This makes it all the more difficult to accept its consequences. Why did nobody see this? Why did nobody take action? Why should something bad always happen before we take action? As a Safety Manager, are you helpless on the sidelines or can you actually change something?\n\nIt's always going well\nIf the risk of an accident in a given activity is equal to 1 out of 100,000, this statistically means that in 99,999 cases it is just going well. If you are never confronted with negative consequences of your activities, you will automatically take a different view of the associated risks. Your positive experiences with these activities are stored in your memory. You're going to feel safer and safer - whether it's right or wrong. The motivation to keep to certain safety rules is therefore reduced and the willingness to take risks increases. We call this false sense of security complacency. It is a well-known phenomenon that, if everything goes well, your vigilance decreases. You take less and less account of the fact that things can sometimes go wrong.\n\nAttention to safety has weakened\nComplacency is strengthened when other interests are also taken into account. These include commercial interests, meeting deadlines, but also hidden agendas. If nothing ever happens, the focus on safety disappears and other interests are given higher priority. For this reason, abuses can be present in an organisation for many years without people being aware of them. People feel safe while the risk remains unchanged.\n\nWhat is the lesson?\nListening to your feelings is wise when it comes to safety. But do realize that your feeling is based on your knowledge, insight and experience. A feeling of security is not always a right feeling! Therefore, always be vigilant, remain vigilant and remain suspicious about accepting risks. The results achieved in the past are no guarantee for the future.\n\nBe aware: Grim Reaper is extremely ruthless with regard to negligence, incompetence or neglect !!\n\nTrain under realistic conditions\nThe best way to suppress complacency is by regularly training under realistic scenarios, in which you are confronted with those few times that things do go wrong. That is why pilots sit in a simulator every six months in which all possible scenarios are trained and checked - from a simple hydraulic failure to an uncontrolled cabin fire. In addition to the individual performance of crew members, the most important thing is how they deal with these circumstances as a team. The collaboration is discussed in detail, with the debriefing session often being at least as instructive as the simulator session. Competence for the function has limited validity and must be demonstrated every six months. \n\nNot everyone has the opportunity to use a simulator and this is often not necessary. What is necessary, however, is that people are regularly made aware of the possible dangers of their work and are confronted with the phenomenon of complacency. Everyone is affected to a greater or lesser extent - that applies to the staff but also to the manager. Creating awareness that things can sometimes go wrong is an important task for the Safety Manager.\n\nWhat methods do you use to suppress complacency with yourself and your team members? I'm curious about your ideas and experiences? Your reaction can be entered in the comment box below. \n\nLet's create a safer world, \n\nGeert",
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