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  #1  
Old 01-09-2020, 07:35 AM
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How to tell your customer you screwed up

Start with how you say it.

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  #2  
Old 01-09-2020, 07:43 AM
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Haha
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  #3  
Old 01-09-2020, 08:20 AM
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Where I worked, a fire was called a "heat event."
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  #4  
Old 01-09-2020, 09:15 AM
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This one is serious. I always tried to identify a solution before revealing an embarrassing problem. This is a fine strategy but it cannot always wait for it.
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  #5  
Old 01-09-2020, 09:37 AM
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Originally Posted by t walgamuth View Post
This one is serious. I always tried to identify a solution before revealing an embarrassing problem. This is a fine strategy but it cannot always wait for it.
+1

Problems and solutions should be presented as conjugate pairs. If you don't have a solution, just a problem, you run the risk of being labeled a malcontent.

Where I worked, the person identifying the problem often got put in charge of solving it.
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  #6  
Old 01-09-2020, 10:34 AM
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Originally Posted by Autoputzer View Post
+1

Problems and solutions should be presented as conjugate pairs. If you don't have a solution, just a problem, you run the risk of being labeled a malcontent.

Where I worked, the person identifying the problem often got put in charge of solving it.
If I know the answer, then I fix it. That is unless there is $$ involved.
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  #7  
Old 01-09-2020, 10:42 AM
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Originally Posted by 75Sv1 View Post
If I know the answer, then I fix it. That is unless there is $$ involved.
There was always $$ involved in the problems I identified/solved at work. But, that's what $$'s for. We actually had a sperate line item in the budget for problems.

The four steps to problem solving are:

1. Know the problem exists.

2. Admit the problem exists.

3. Determine a solution.

4. Execute the solution.

The hardest of these four steps where I worked was admitting the problem exists.
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  #8  
Old 01-09-2020, 11:02 AM
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Quote:
Originally Posted by Autoputzer View Post
+1

Problems and solutions should be presented as conjugate pairs. If you don't have a solution, just a problem, you run the risk of being labeled a malcontent.

Where I worked, the person identifying the problem often got put in charge of solving it.
A good way to create a shortage of problems I would think.
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  #9  
Old 01-09-2020, 02:11 PM
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Originally Posted by davidmash View Post
A good way to create a shortage of problems I would think.
You'd think, but...

If the problems been around a while, the people who caused it have since been elevated in the organization. So, them and newer line managers, who should have seen and solved the problems earlier, are mad when somebody identifies a problem. When the person who found the problem then fixes it, they're even madder.

I worked for the federal government. There's a philosophy in government that if you solve too many problems too fast, you might be out of a job.
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  #10  
Old 01-09-2020, 03:41 PM
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Fess up! Apologize. Make it right.

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