“It is a capital mistake to theorize before one has data”.
But, Sir Arthur Conan Doyle’s wise words don’t just apply to the world of Sherlock Holmes.
Just as Sherlock used his data to solve mysteries, it is beneficial for you too to collect as much information as you can to help solve your service problems.
We know that service managers just haven’t been able to get the detailed information required to make solid judgements and drive individual conversations. Without this knowledge, the ‘evidence’ gathered is sketchy at best. You can’t see the complete picture and so cannot come to an accurate conclusion about why. Knowing what happened, when, and where, is the key information needed to enable you to ask (and get the answer to) this important question.