Apabila maklum balas diterima daripada pelanggan atau rakyat, hasilnya boleh jadi salah satu daripada dua jalan. Sama ada dalam dunia perniagaan korporat mahupun politik negara, hala tuju maklum balas tersebut berada sepenuhnya di bawah kawalan pihak kepimpinan. Jika sesuatu masalah berjaya diselesaikan dengan pantas, pelanggan pasti akan gembira. Ambil contoh pengalaman saya baru-baru ini: saya menyedari penutup lubang salur (manhole) Indah Water Konsortium (IWK) yang bahagian tepi logamnya terdedah, sekali gus membahayakan tayar kereta yang lalu-lalang. Saya menghantar gambar tersebut kepada mereka. Walaupun saya hanya seorang rakyat biasa, dalam tempoh tidak sampai beberapa jam, saya menerima kemas kini daripada IWK yang mengesahkan bahawa kawasan tersebut telah pun diperbaiki. Hantar yang dihantar kepada IWK Kerja pembaikan dibuat segera menunjukkan keprihatinan kakitangan IWK. Mana tahu, nampak Abang motor jatuh dan cedera? Siap, dan ucapan terimakasih saya kepada Peng...
When feedback is received from a client or citizen, the outcome can go one of two ways. Whether in corporate business or national politics, the trajectory of that feedback is entirely within the leadership’s control. If a problem is solved promptly, clients are delighted. Consider a recent experience I had: I noticed an Indah Water Konsortium (IWK) manhole cover where the exposed metal edge posed a direct hazard to the tyres of passing cars. I sent them a photo. Within a few hours, I received an update from IWK confirming that the area had already been patched. Bravo, IWK! Exposed manhole cover can damage car tyres Repair in the process on the same morning Photo showing the manhole cover has been properly patched back A satisfied client is a loyal client. When people feel valued, they part with their money willingly. Even when things occasionally go wrong, they will step up to defend your organisation. What more could a leader ask for? The Escalation of Indifference Conversely, when fe...