Complaints regarding work activities rarely arise solely from the situation itself. Often, they are because people are surprised or do not know what is going on.
When information is missing or arrives too late, people fill in the blanks themselves. This leads to frustration, misunderstanding, and ultimately complaints.
Where complaints really come from
In many projects, it is assumed that complaints are primarily caused by the nuisance itself. In practice, the cause often lies elsewhere.
Symptoms usually arise when:
- People do not know what is going to happen
- Information is shared too late
- The impact feels greater than expected
- There is no clear course of action
The problem, therefore, lies not only in the situation, but in the communication surrounding it.
The difference between unexpected and understandable nuisance
Nuisance is experienced differently when people are prepared. Unexpected nuisance leads to frustration. Understandable nuisance is more readily accepted.
The difference lies in:
- Timing of communication
- Clarity of the message
- Relevance to the target audience
- Insight into what people can do
By making clear in advance what is changing, the experience shifts.
Why communication often falls short
In practice, communication is often initiated too late or kept too general. As a result:
- Is the message not reaching the target audience on time?
- The content does not align with the situation
- Is a clear alternative missing?
- Is the same message being sent to everyone?
The result is that communication does take place, but is not effective.
What works
Effective communication regarding nuisance is:
- In good time
- Specifically
- Targeted at the right audience
- Tailored to behavior
- Repeated at the right moments
It is not about more communication, but about better communication.
The role of behavior
People only adjust their behavior if they understand what is happening and what they can do. This means that communication must always offer a course of action.
For example:
- Choose another route
- Travel at another time
- Avoid certain areas
Without this, communication remains passive.
How to prevent complaints instead of solving them
Many organizations only respond when complaints come in. More effective communication prevents that moment.
By beforehand:
- To reach the right target groups
- To communicate at the right moment
- To set clear expectations
you significantly reduce the risk of symptoms.
How your BaaS platform helps with this
In practice, it is difficult to bring all these elements together effectively. Information, timing, and target groups must be continuously aligned.
Digital platforms such as our BaaS platform make it possible to structure communication regarding nuisances and to reach target groups in a targeted manner.
As a result, communication becomes not only faster but also more effective.
From reacting to preventing
The biggest difference lies in the way of working. From reacting to complaints to preventing them.
By placing communication at the center and organizing it well, nuisance becomes more manageable and understanding increases.
