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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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31Fair-Fix the Problem

“If you have trouble, it reduces the likelihood that the person is going to buy the next time.”

—Joseph M. JuranFounder of the Quality Movement

Have you noticed that some people just seem naturally good at problem solving? No matter what the situation, no matter what the conflict, they are always able to see some course of action that will get the job done. Perhaps you are one of those people.

If you aren’t, you may think, “I’ll never be able to be as effective as they are—I don’t have the talent.” Wrong. Problem-solving is a skill, not a talent. Effective problem solvers have simply learned to use their skills. To practice and hone your problem-solving skills, we recommend using a three-step framework: Listen—Probe—Solve. ...

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