The single biggest thing the London Underground did to improve satisfaction among its customers was not to make the trains cleaner or faster or run quicker. It was the introduction of display signs that would tell you the amount of time till the train would arrive.
People were happier
waiting nine minutes for a train knowing when it was coming, rather than
waiting four minutes in uncertainty. They wanted to know. Knowledge made the
uncomfortable more tolerable.
I think we need to
understand that when we deal with others. Our tendency is not to tell people
things we think will upset them. We gloss over, avoid the subject, and leave
folks in the dark. Rather than help it
makes the issue worse.
Sometimes it is not
intentional. We just fail to communicate things to others and then wonder why
they are frustrated and upset.
Sometimes “Speaking
Truth to One Another” is making sure we are speaking! Our lack of
communication might be saying things we don’t intend and certainly are causing
things we don’t want.
Comments
Post a Comment