“Your most unhappy customers are your greatest source of learning.”
-Bill Gates, Co-Founder of Microsoft
In business, rarely do all customers remain happy with your product and/or service. Instead of saying “you can’t please everyone,” successful companies reach out to troubleshoot, find out what went wrong, and make corrections so they can better themselves. For Safety Professionals, this is a familiar technique, not for accident investigation, but for improving interaction and engagement with the process. Correcting the process and structure makes everyone much safer.