Denial? The incompetent's bedrock

摘要

In the highly competitive business world, there are increasing demands on battery manufacturers. This requires, amongst many other things, listening to customers. It is very often neglected, even by those companies who claim to be "customer focused". In some organisations there is more of the conspiracy theory than the self-improvement mentality. This can manifest itself in several ways, one such as attributing sinister motives to genuine customer complaints or change of ordering patterns. Phrases like: "The reason they are complaining now is because they have a new buyer trying to make a name for themselves. They are clearly flexing their muscles and trying to push us into giving even bigger discounts by playing the quality card".