As the new assistant manager of a small hotel many moons ago, I was taught a lesson that has stuck with me. I can’t remember the exact words the owner used but she told me that basically people will put up with all manner of blunders and inconvenience as long as you are honest and you communicate with them. Communication was at the core of their 14 bedroomed empire.
I still stand by that advice. For me, things can be pretty rubbish but if the person I am dealing with takes responsibility (I never want to hear the words ‘It’s not my fault’), is honest and polite and is going to rectify matters then I’ll put up with most things. A stint in housing benefits consolidated this for me. Dealing with people who were about to become homeless due to government or council errors or cruel reforms is a real test of your skills. I would always take responsibility; say sorry and mean it. I clearly had not reformed housing law but I represented those who had. I would acknowledge that the situation was indeed awful and then I would set to work rectifying it as best I could. In the hotel and at Benefits the majority of concerns or complaints were resolved face to face. By far the most effective way of communicating with your fellow human.
But what of today? We are surrounded by communication; surely that makes communicating easier. You can ring me, text me, facebook me both publicly or by messenger, tweet me, dm me, contact me on LinkedIn, Instagram, kickstarter, board game geek mail, via my website or even – god forbid – write to me. On paper. With a pen.