A Problem Owned is a Problem Solved - Video

Making the Difference Series - Module 6

It’s a natural reaction: in today’s busy world it’s easier to shy away from problems.

The trouble is, if everyone owns a problem, then no one owns the problem. Making a difference takes individual initiative.

By taking personal ownership of problems, employees can enhance your company’s reputation. But if they shirk their responsibility, turn a blind eye or fail to act immediately, the result is inevitable. The customer will walk away.

In this video, Peter learns that he is the hotel in the customer’s eyes and that he (the hotel) will lose valuable business, unless someone decides to take ownership of failings.

Who could benefit?

• All employees, whether front-line or dealing with internal customers

Key learning areas

• Satisfy customer needs

• Take ownership of the problem even if it does not directly affect you

• Use your initiative and take responsibility for what you do
• Look from the customer’s point of view
• Poor service makes everyone in the organisation look bad

Running Time

Running time: 10 minutes
Support material:  Learning Guide (printable from CD-ROM)

Cost: Video and CDROM Prices
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