Comments on: Apologizing Does NOT Get to the Root Cause http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/ Mark Graban's leanblog.org - Lean Healthcare, Lean Thinking, Lean Manufacturing, Toyota Production System Thu, 09 Feb 2012 22:59:58 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Claudia http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-18002 Claudia Wed, 09 Feb 2011 15:38:42 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-18002 Great piece. I know it's fairly old, but I came in through a link on another blog as it seemed relevant and interesting. I like how simply you laid this out. Now if companies would act on it all that time and energy they'd "waste" to fix the problem would most likely clear up lots of time and energy from performing "make goods". Most of the time I feel the same way, don't comp me something - fix the issue. I had a similar round of interesting events happen at a recent hotel. "Sorry" was all they offered. No fixes, no actual action. I'll definitely be looking for a different chain next trip. Great piece. I know it’s fairly old, but I came in through a link on another blog as it seemed relevant and interesting.

I like how simply you laid this out. Now if companies would act on it all that time and energy they’d “waste” to fix the problem would most likely clear up lots of time and energy from performing “make goods”.

Most of the time I feel the same way, don’t comp me something – fix the issue. I had a similar round of interesting events happen at a recent hotel. “Sorry” was all they offered. No fixes, no actual action.

I’ll definitely be looking for a different chain next trip.

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]]> By: Mark Graban http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4097 Mark Graban Wed, 22 Oct 2008 02:40:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4097 As it turns out, Hampton not only refunded one night, but the ENTIRE STAY. That was $590 they just threw back. Surprising. As it turns out, Hampton not only refunded one night, but the ENTIRE STAY. That was $590 they just threw back. Surprising.

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]]> By: Mark Graban http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4082 Mark Graban Thu, 16 Oct 2008 03:49:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4082 Jason -- interesting point. It could be a possibility, but I'd also think it would be pretty dumb of them to make that choice, considering how important internet access is to many business travelers (a group that's Hampton's primary market).<br/><br/>I did get a follow up call from the hotel and they said they DID have someone who visited to check out and improve their internet connection.... so we'll see. Jason — interesting point. It could be a possibility, but I’d also think it would be pretty dumb of them to make that choice, considering how important internet access is to many business travelers (a group that’s Hampton’s primary market).

I did get a follow up call from the hotel and they said they DID have someone who visited to check out and improve their internet connection…. so we’ll see.

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]]> By: Jason M http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4081 Jason M Wed, 15 Oct 2008 14:56:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4081 I think you have to consider that Hampton Inn has already done the analysis on customer retention vs. investment in higher-speed internet. Someone may have performed the cost/benefit analysis that looked at the cost of losing a certain segment of customers (such as business travelers without Blackberries requiring highspeed internet access) vs. the cost to upgrade the technology in their hotels. Not that I agree with this, but it's a possibility that shouldn't be ruled out. I think you have to consider that Hampton Inn has already done the analysis on customer retention vs. investment in higher-speed internet. Someone may have performed the cost/benefit analysis that looked at the cost of losing a certain segment of customers (such as business travelers without Blackberries requiring highspeed internet access) vs. the cost to upgrade the technology in their hotels. Not that I agree with this, but it’s a possibility that shouldn’t be ruled out.

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]]> By: kathleen http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4078 kathleen Tue, 14 Oct 2008 13:17:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4078 Hi Mark,<br/>Not to criticize your entry but I thought one of the most salient lines in the WSJ article was:<br/><br/>"Managers in charge of service recovery, meanwhile, can feel pressure to limit flows of critical customer comments, even though acting on the information will improve efficiency and profits."<br/><br/>because these behaviors promote an environment of “first order processing” encouraging an atmosphere of heroism from people on the front lines. The problems this creates was most clearly illustrated (to me) by Tucker, Edmondson and Spear in their article _Why Your Organization Isn’t Learning All It Should_ based on their study of problem resolution strategies employed by nurses. I don't know if links work here but that article is here:<br/>http://hbswk.hbs.edu/item.jhtml?id=2397&t=strategy<br/><br/>My interpretation of the authors analysis, applied in a manufacturing environment is here:<br/>http://www.fashion-incubator.com/archive/problems_in_problem_prevention/ Hi Mark,
Not to criticize your entry but I thought one of the most salient lines in the WSJ article was:

"Managers in charge of service recovery, meanwhile, can feel pressure to limit flows of critical customer comments, even though acting on the information will improve efficiency and profits."

because these behaviors promote an environment of “first order processing” encouraging an atmosphere of heroism from people on the front lines. The problems this creates was most clearly illustrated (to me) by Tucker, Edmondson and Spear in their article _Why Your Organization Isn’t Learning All It Should_ based on their study of problem resolution strategies employed by nurses. I don't know if links work here but that article is here:
http://hbswk.hbs.edu/item.jhtml?id=2397&t=strategy

My interpretation of the authors analysis, applied in a manufacturing environment is here:
http://www.fashion-incubator.com/archive/problems_in_problem_prevention/

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]]> By: Mark Graban http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4077 Mark Graban Tue, 14 Oct 2008 01:40:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4077 Graham - that's cool that you saw that. I still haven't seen the full list of winners. What was interesting about the list of winners, to you? Graham – that’s cool that you saw that. I still haven’t seen the full list of winners. What was interesting about the list of winners, to you?

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]]> By: David http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4076 David Mon, 13 Oct 2008 21:09:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4076 This is part of a broader malign trend in American business (and American society as a whole)--WORDS are viewed as the primary reality, much more important than the things the words are about. Thus, it is more important to make the right verbal gestures of apology than to actually fix the problem.<br/><br/>This phenomenon can be observed in many call centers, where the precise words that the agent must use are carefully Taylorized, but no one seems to have actually thought through the problem-solving procedures in any depth. This is part of a broader malign trend in American business (and American society as a whole)–WORDS are viewed as the primary reality, much more important than the things the words are about. Thus, it is more important to make the right verbal gestures of apology than to actually fix the problem.

This phenomenon can be observed in many call centers, where the precise words that the agent must use are carefully Taylorized, but no one seems to have actually thought through the problem-solving procedures in any depth.

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]]> By: Graham Hill http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4074 Graham Hill Mon, 13 Oct 2008 15:13:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4074 Hi Mark.<br/><br/>How true. But at least you received an apology. What about the Sprint 1,000 who received 'Dear John' letters from Sprint for being too expensive to service, even though it appears that the majority of costs were caused by Sprint's woefully inadequate customer service in the first place. <br/><br/>Faced with a whole range of actions to resolve the costs issue, Sprint chose perhaps the least intelligent way out. And incurred no end of other costs as a result.<br/><br/>Sprint Fires its Unprofitable Customers<br/>http://www.customerthink.com/blog/sprint_fires_its_unprofitable_customers<br/><br/>Graham Hill<br/>Independent CRM Consultant<br/>Interim CRM Manager<br/><br/>PS. Saw you were a judge at the Strategic Manufacturing Awards I attended in Duesseldorf last week. Interesting list of awardees. Hi Mark.

How true. But at least you received an apology. What about the Sprint 1,000 who received ‘Dear John’ letters from Sprint for being too expensive to service, even though it appears that the majority of costs were caused by Sprint’s woefully inadequate customer service in the first place.

Faced with a whole range of actions to resolve the costs issue, Sprint chose perhaps the least intelligent way out. And incurred no end of other costs as a result.

Sprint Fires its Unprofitable Customers
http://www.customerthink.com/blog/sprint_fires_its_unprofitable_customers

Graham Hill
Independent CRM Consultant
Interim CRM Manager

PS. Saw you were a judge at the Strategic Manufacturing Awards I attended in Duesseldorf last week. Interesting list of awardees.

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]]> By: Anonymous http://www.leanblog.org/2008/10/apologizing-does-not-get-to-root-cause/#comment-4072 Anonymous Mon, 13 Oct 2008 14:47:00 +0000 http://leanblog.bigbigdesign.net/2008/10/apologizing-does-not-get-to-the-root-cause/#comment-4072 Well said Mark and ditto that.<br/><br/>I have a director over a large outpatient service line who is very active in addressing complaints as well as recognizing staff whenever a compliment comes in. I personally have had errors in their service and got some gratuitous apologies but know for a fact that nothing was done behind the scenes to make sure the same problem never happened again to another patient.<br/><br/>It seems the director believes that immediate response is sufficient to address the problem. Well said Mark and ditto that.

I have a director over a large outpatient service line who is very active in addressing complaints as well as recognizing staff whenever a compliment comes in. I personally have had errors in their service and got some gratuitous apologies but know for a fact that nothing was done behind the scenes to make sure the same problem never happened again to another patient.

It seems the director believes that immediate response is sufficient to address the problem.

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