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 »