Chapter 5

When will yesterday's problem come back?

Sự cố hôm qua sẽ quay lại vào hôm nào?

The chapter's question

The last time something happened, what did we change in how we work?

Big idea

An incident that leads to no change is an incident that will return.

In this chapter

  1. Part 5.1

    Reviewing the Cause

    What made this possible in the first place?

  2. Part 5.2

    Three Repeated Complaints

    What are my three most common themes?

  3. Part 5.3

    Change the Promise or the Reality

    Where is the gap?

  4. Part 5.4

    Who Follows Through

    Does the fix have a person and a date?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of When a Guest Is Unhappy is free to read right here.

Read in Conan School

Chapters of When a Guest Is Unhappy

  1. 1.Is waiting for complaints already too late?
  2. 2.Do upset guests want more compensation, or faster action?
  3. 3.Who am I really answering in a bad review?
  4. 4.If emergencies are rare, why prepare for them?
  5. 5.When will yesterday's problem come back?