How do you react to the frustrations of other people? What comes to your mind when you receive complaints about your work or service? I wonder what you do with what you hear; for some, it seems to have become one of the tools for development.
A parcel delivered by a courier one day later than promised could trigger a call from the customer. He could state his unhappiness, disappointment and frustration. Yes, it was just one day extra, but it probably meant so much to him. It could be a time-sensitive item that would lose its purpose outside of the arranged time. Imagine a birthday cake that arrived early the next day after the birthday celebration or flowers delivered after the anniversary or event. The customer is not likely to find it exciting.
The courier could decide what to do with that information. They could see it as an opportunity to improve and provide a better service or perhaps become bitter with the customer—he was not even grateful for safe delivery, just because it arrived only one day later. Some may even add that patient people are rare to find these days.
The feedback we receive provides us with information, and we can choose what we do with it. It could be one from an upset friend, failed test, frustrated neighbour, unhappy apprentice, unfriendly line manager, unwilling bus driver, unhelpful attendant, unpleasant customer, furious diner, angry passenger, uncooperative team member, uncomfortable guest, frightened spectator, flabbergasted observer, among others. They are probably passing on some vital information that you could perhaps trace to your action or inaction.
In some cases, you might be in a position to make things better by improving or changing some things that resulted in an unpleasant experience. You could either choose to be better or bitter.
Most often than not, if you are bitter, you probably presumed that the fault is theirs. Conversely, when you seek to be better, you focus on yourself. Yes, you think that there is something you can do to make the experience a better one. It may not always be your fault, or probably not at all, but as long as it has something to do with you, you can decide to turn things around for everyone by thinking of what can make you a better part of the equation.
Many years ago, most grocery stores only had manned checkouts. If you picked up a bottle of milk and a loaf of bread from the shelf, and as you walked towards the checkout to make payment for the two grocery items, you notice another customer with a trolley load of shopping going ahead to the same checkout. You can imagine the frustration. Sometimes the trolleys could be two or more, and you do not have the time to spare—you could have finished and probably be home if you are first in line, but you had to wait for the cashier to go through all the items in the trolleys before it is your turn. Sometimes some people are kind enough and considerate to allow you to go first if they are aware; in that case, you may be lucky when that happens, but when that is not the case, someone will not be so happy.
The frustration of that customer is a message, and some people have noticed it and decided to solve that problem. There are now self-service checkouts in many stores, with some dedicated to five items or fewer. The customer will not need to wait for trolleys and could self-checkout. The service has benefited many people in similar situations and different locations. However, the solution was an answer to the feedback of some customers.
The word bitter and better both have six characters with only one character different—the second. Bitter has I(you) while better has E(everyone else) as the second character. It seems that when you see the situation through the lens of others—with the view to help them, you get better. However, when you only see through your lens—you may get bitter.
The challenges and frustrations we face also provide such opportunities. We can get better when we take the concerns and frustrations of others seriously. If you see it as information, it will help you appreciate it more. You can work on it to become a better person, produce a better product or service. Do not let it make you bitter; take it as a challenge to get better.
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