“Be curious, not judgmental”
– Ted Lasso
In business, it is easy to scapegoat clients that aren’t pleased. However, being judgmental can result in missed opportunities that would help improve the process, leading to greater customer satisfaction and retention. The same is true for safety: I can’t tell you how many times I’ve heard “they don’t care (anyway)” and “they don’t know (and they don’t want to know)” as reasons for staying the course. While it is difficult to obtain input to further align your safety process to your customer base, doing so can have far greater positive results.