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The Profitable Property Management Podcast
174: Transforming Complaints into Possibilities with Jordan Muela
Aug 23, 2023
Jordan Muela, a seasoned entrepreneur and customer feedback expert, discusses transforming complaints into opportunities for growth. He introduces the CCR method and shares real-life examples of how complaints can improve services and build stronger customer relationships.
07:19
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Quick takeaways
- Complaints should be viewed as a source of possibility, encouraging individuals to identify specific complaints and examine the emotional aspects associated with them.
- By following the CCR exercise, individuals are encouraged to verbalize their requests for change and take ownership over their desires for a different reality, opening up possibilities for incremental or dramatic change.
Deep dives
The CCR Exercise: Complaints as Opportunities
The podcast introduces the CCR exercise, a tool to identify and take ownership over things that aren't working, in order to create new possibilities for the future. The exercise consists of three steps: complaints, contributions, and requests. The host emphasizes that complaints should be viewed as a source of possibility rather than just a problem. Participants are encouraged to identify specific, persistent complaints and examine the emotional aspects associated with them. The second step, contribution, requires individuals to reflect on their own role in causing or facilitating the complaint. This step can be challenging as people tend to view complaints as separate from themselves. Nevertheless, acknowledging contribution is crucial for taking agency and initiating change.
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