A certain shopping mall received multiple complaints. There are too many people in the coffee shop to wait for seats; too few bathrooms; all the hot drinks in the vending machine are sold out, the door handles in the room are very cold, and it is prone to static electricity, which leads to a bad mood; I hope that the restaurant can cover your knees Blanket.
At first glance, they are complaints of individual issues. If all the issues are dealt with one by one, it will seem very troublesome. Increasing the number of bathrooms is not easy. If you were the person in charge of resolving complaints, what would you do?
You can start with the easiest solution, you can start with the least costly solution, or you can take the time to solve the most serious problems first. There seem to be many ways. But what if the upper-level leader who runs the mall says, “Can all complaints be resolved at the same time?” You might think that this is impossible. But is it really impossible? Let us think about the basic steps of logical thinking-critical thinking (through deep insight to get your own ideas), logical expansion (expressed in a simple and understandable way). Don’t think about them individually, but find out the background of these complaints “what do they have in common”, and think about it a little deeper.
There are too many people in the coffee shop to wait for a seat-in addition to drinking and chatting, many people go to the coffee shop. Why?
The number of toilets is too small-the number of people going to the mall has not changed. Why do more people go to the toilet?
The hot drinks in the vending machines are all sold out-cold drinks should be sold faster in the mall, why are hot drinks sold more?
The doorknob in the room is very cold, and it is prone to static electricity, which leads to a bad mood-is this really the reason for the bad mood?
I hope there are blankets on my knees in the restaurant-why not only in open-air restaurants, but other indoor restaurants will also receive this advice?
As above, don’t just accept the complaint as it is, but look for the background and discover the common elements hidden in each complaint. Hot drinks are sold out, many people need blankets, cold door handles and the unpleasantness caused by static electricity. Are these all “too cold” in the mall? In this way, the originally unrelated complaint about the bathroom is also because it is cold in the mall. Everyone goes to cafes and vending machines to buy hot drinks, and then more people want to go to the bathroom, right?
Considering these correlations, we will come to a hypothetical conclusion that the hidden problem after this series of complaints is “the temperature of the air conditioner in the mall is too low”. You can use “increase the temperature of the air conditioner in the mall to make customers more comfortable”. Solve this series of problems.
In this way, we might as well use logical thinking to analyze and insight into the various phenomena that occur around us every day to discover the essence of the problem and find a way to solve the problem.