Complaining culture

Whilst I am encouraging the use of citizen feedback to bring about engagement and change, I think it sad when complaints reach the stage of ‘complaints culture’ as in the Singapore Complaints Choir or the orginal Helsinki one.

I can only assume their complaints weren’t observed or they were just a bunch of whingers…

Old Australian joke: Question – How do you tell when a airplane has landed full of poms (UK immigrants)? Answer – because it carries on whining after the engines have been turned off!

Without being totally anti-complainant there is a web site worth considering:

Along with a fairly lengthy private-sector publication from June 2008 from the Aberdeen Group available for download via the Clicktools site entitled: Customer Feedback Management – mind if I ask you a few questions – lots of ideas and actions to play with!


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