I am also against complaints policies.
Sadly both are necessary and both should be handled very delicately. So what is the link?
Well it is simple really: both should be avoided before they are needed.
Sunday morning I watched a discussion on television about changes the current government wants to make in the abortion laws. If I understand it correctly they want people to undergo counselling before they have an abortion, to make sure this is really what they want. What a load of …..!
Counselling should take place before the pregnancy occurs. It is called sex education.
Nobody wants an abortion. It is always a last resort, not something you plan for. Just as you did not plan to get pregnant. In fact, if you had planned anything you would have planned how not to get pregnant yet still have a good ……
This is where the crux of the matter lies. Both abortions and complaints policies are needed because something has gone wrong. Had things been worked correctly, neither would be necessary – that is of course the theory.
When my son started getting seriously interested in girls I filled a bowl with condoms and gave it to him with the advice to use them. I also recommended he do himself a favour: try one before the critical moment. I promised to keep the bowl filled and not to make any judgements or comments. The last thing I wanted was a forced discussion about marriage, child support or worse.
One company I worked with had to have a very complex complaints policy. Why? Because the regulator said we had to have one. Three levels of escalation, time commitments all over the place – it all looked very serious. Of course if you had a complaint to make it would take half your life to get through the bureaucracy, by which time you would have lost the will to live – complaint aborted and problem remains in place. It is an absurd culture which we are confronted with daily at organisations ranging from mobile phone operators to your local council. Neither seems to care.
Interestingly the company I worked with had not had a single complaint in its 60 year history. In fact, it takes all efforts from the management to get suggestions from people about where they can improve. However, this does not matter. What is important to the regulator is that there is a complaints policy which pretty much kicks problems into the long grass and without it you lose your license or whatever it is you need to operate. Perhaps a debate on whether complaints policies are anti quality should be held.
The problem is of course that regulators are usually public bodies, just like the ‘abortion regulators’. They appear not to be able to envisage a world where there might not be complaints or abortions, or worse, they cannot imagine a world of quality. So they focus on a world of dealing with consequences, rather than focusing on avoiding the need for the complaints or better still, abortions.
A large number of abortions is needed because people get drunk and do stupid things (Colin Perriss will tell you all about this), or are simply not educated on how sex works. After all, it would be a disgrace to talk about sex in schools – it might catch on you know! Perish the thought that we would talk about sex at all – we are British you know!
Perish the thought that we would create a company without complaints – we are not BT you know!
In the meantime I guess we are stuck with both policies – I shall be grateful I don’t have to formulate an abortion policy.