When things go wrong, the importance on focusing on the overall experience, rather than just the problem, is beautifully highlighted in Sean D’Souza’s New Zealand Herald article ‘Fix the experience – not just the fish’.

Often, when a service provider is challenged for a failing in some way, they focus purely on fixing the problem. Whilst this is hugely important, it’s only one part of a two-part process that will create client or customer satisfaction. Read the rest of this entry »

‘Fudge this …’. Not words you’d want to have printed in public annual report. But there they are, for all to see, in NZ Farming Systems Uruguay (NZFSU) annual financial statement released last week.

A classic, and embarrassing, example of how an internal process failure can seriously dent a reputation. The fact that it ended up in national news media must have added insult to injury and quite possibly, earned the poor individual who failed to pick it up a stern warning, or worse. Read the rest of this entry »