By Gordon Beattie

None of us are perfect, yet we hate admitting – we failed.

A reluctance to confess our shortcomings may be why you are not aware of issues in your company until it’s too late to fix them.

Glitch reports are the solution. They ensure you find out when customers are disappointed in your product or service and what was done to make them happy.

We introduced glitch reports three months ago and they are transforming client care across our nine UK offices because our people are praised for reporting and solving problems instead of being criticised for causing them.

In the past our teams did not report minor glitches – now they do and what’s really encouraging is that we are turning clients into brand ambassadors.