It’s difficult for us to deal with things in the future. It’s human nature to focus on the present, to deal with what’s right in front of us, and worry about our future problems when they happen.
But the worst way to deal with a dissatisfied customer is to wait until they contact us with a complaint.
By the time that happens, the damage has already been done. At this point, the best we can hope for is to contain the problem. “Damage control” we call it.
With so many balls in the air, it can be hard for us to focus on the future, but investing a little time today can lead to a lot less damage control tomorrow.
Instead of letting the situation dictate our decisions, we must dictate the situation.
Jocko Willink
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