The observation
Look a little closer
Many businesses measure complaints. Far fewer measure silence.
One business proudly told me they received very few complaints. On the surface, that sounded encouraging.
Then we looked at repeat business. It told a different story.
Customers weren’t complaining. They were quietly choosing somewhere else.
The absence of complaints isn’t proof that everything is working. Sometimes it’s evidence that people no longer believe it’s worth saying anything.
The greatest risk isn’t always unhappy customers. It’s indifferent ones.
Bring your own observation
What might a fresh pair of eyes help you see?
Bring one live challenge or opportunity. René will help you test the story, examine the evidence and choose a useful next move.