As a manager or trainer you have a great deal of responsibility when it comes to quality control within your organisation – both as it applies to your product and as it applies to your customer service team. As such, it’s important to recognise that a large majority of the errors that occur within your organisation go unreported and if they are not caught early you may have a rather large problem on your hands when they finally are uncovered.
So why aren’t those errors being reported? There are really two main reasons.
First of all, there are not very many people who care enough about their organisation, or anyone else’s organisation, to take the time to report an error that could be easily corrected. It’s a little bit sad, isn’t it? The average person simply won’t take a few minutes to pick up the phone, walk down to your office, or shoot you a quick email. They will see the error, acknowledge the error, walk away from the error, and forget about it.
The second reason is because the individual who catches the error feels it is insignificant OR feels that if he is the person to bring it to your attention he will be blamed and/or punished. These individuals feels it’s easier and, in some cases, safer to keep their mouths shut and let the errors continue in order to avoid unwarranted blame. Though I must add that if you suspect this is the reason your employees don’t point out errors you should really take a step back and review your management skills. Your employees should never be afraid to approach you, especially if they’re doing so in order to point out a problem that may have a negative impact on your team’s overall performance.
So what’s the resolution? It’s really up to you but you need to make sure your employees know they can approach you at any time without fear of retribution. The earlier an error is identified the less it will cost you (in both time and money).