Hala Taha

But let's talk about when things go wrong.

But let's talk about when things go wrong.

Let's talk about when we have to play defense.

Let's talk about when we have to play defense.

If we're having trouble with a client, with a customer, if somebody went through a bad experience, what are the things that we should do to fix that incident?

If we're having trouble with a client, with a customer, if somebody went through a bad experience, what are the things that we should do to fix that incident?

And then also to make sure that we've got a process to fix it systematically.

And then also to make sure that we've got a process to fix it systematically.

How do you suggest that we find out just how happy our customers are?

How do you suggest that we find out just how happy our customers are?

I know there's like NPS surveys that people talk about, but like what is, how can we like understand like if our customers are actually really happy enough where they're going to stay and refer people or if they're like just okay?

I know there's like NPS surveys that people talk about, but like what is, how can we like understand like if our customers are actually really happy enough where they're going to stay and refer people or if they're like just okay?

Yeah.

Yeah.

Yeah, you're wasting people's time.

Yeah, you're wasting people's time.

So how about if a team member does something wrong?

So how about if a team member does something wrong?

I know we were talking a little bit about praise and affirmation as well as criticism.

I know we were talking a little bit about praise and affirmation as well as criticism.