PDCA日記 / PDCA Diary

継続は創造だ! / Continuity is Creation!

PDCA日記 / Diary Vol. 526「落ち度はなくてもクレームは発生」/ "Complaints occur even if there is no fault"

English follows Japanese.

PDCA日記 Vol. 526「落ち度はなくてもクレームは発生」】













今回紹介する資料「建て主たちのクレーム事典」は「50の実例で知る住宅トラブルのきっかけ 」を解説しており、「落ち度はなくてもクレームは発生」部分の以下フレーズが印象的でした。




















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  • 発売日: 2020/09/19
  • メディア: Kindle


P.S. 私は建設業界で働いたことがありませんが、金融業界と同様、顧客とのマメな連絡がクレームの一番の防御策であるように感じています。








< Mr. PDCAのボンジュール英語「クレーム」=「complaint」>




「落ち度はなくてもクレームは発生」を英語にする場合、「Complaints occur even if there is no fault」とすればよいですね😊。  




  • 発売日: 2020/09/19
  • メディア: Kindle



PDCA (plan-do-check-action) Diary Vol. 526 "Complaints occur even if there is no fault"】


The material introduced today "Complaint Encyclopedia of the Owners (Japanese only)" explains "The triggers of housing troubles learned from 50 examples", and the following phrases were impressive in the part "Complaints occur even if there is no fault".


"There is a certain tendency for the types of troubles, and they can be roughly classified into seven types.


Typical types such as 'difference in image', 'curing (protecting with a sheet etc. to prevent damage to the surroundings)', 'trial / specification error', 'delayed construction period', 'construction amount', 'customer service'.


There are 7 types including "others" that does not correspond to any of them.


It is natural that it will develop into a complaint when there is a failure on the professional side such as 'curing', 'trial / specification error', and ‘delayed construction period'.


As mentioned in 'customer service,' we often hear cases where the words and actions of the person in charge make the customer feel distrustful and eventually get angry.


On the other hand, 'difference in image' has slightly different properties.


The construction was done without any problems, but the complaints about things that couldn't be expressed by the numbers than customer expected, such as 'the sound is nosier than they expected' and 'it is colder than they expected'.


In other words, even if the design and specifications should have been agreed with the customer in advance, or if there is no problem with the quality of the trial work itself, complaints will occur.


In order to avoid this kind of complaint, it is all about providing detailed explanations and information to customers throughout the house-building process." (Unquote)


Let's function PDCA today!   


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