Hi! I’m Chris Nuttall. Welcome to this NCAB Academy session!

Now first of all, I want to thank you for making the time to participate in this NCAB Academy session. I know you are very busy, so thank you.

Now, this course is not a course where you will be graded at the end of the session. Because you have started this course, my thank you to you, is to give your grade at the very start. The grade I’ll give you is not an A, B or C… that is just too straightforward and too simple. Today I’ll give you an ‘O’. Why an ‘O’? Well that’s because you are all outstanding. I mean, if you can do your daily jobs as well as you do, then this course should be a walk in the park.          

This course is about dealing with complaints. That seems negative right? Well actually, no. There is an opportunity in every furious customer, if (and that’s a big if) you handle the situation in an outstanding way.

You work hard every day to do things right – as you should. But – I’m not going to lie to you – here at NCAB, where so many moving parts need to come together perfectly in order to provide that perfect PCB, you will experience problems at some time. So, turn it to your advantage.

Anyone can do a good job when all goes well, so it’s hard to prove your worth under good conditions. Therefore, dealing with complaints may be a negative activity for some suppliers, but for you, it’s an opportunity to show your customers how outstanding we are here at NCAB. Doing hard things well builds trust, and it’s such a relief for customers to have a supplier that they can trust during the hard times.

So do not waste time trying to explain or justify why this is not your fault. It’s traders that blame… NCAB does not. It’s about Full responsibility. Remember, you have what it takes to find solutions for the customer, and to achieve this you must lean into the problem.

Don’t shy away – lean in.