{"id":3617,"date":"2026-06-16T16:17:21","date_gmt":"2026-06-16T15:17:21","guid":{"rendered":"https:\/\/trafficsolvers.nl\/?p=3617"},"modified":"2026-05-18T16:22:06","modified_gmt":"2026-05-18T15:22:06","slug":"how-communication-reduces-complaints","status":"publish","type":"post","link":"https:\/\/trafficsolvers.nl\/en\/kennisbank\/hoe-communicatie-klachten-vermindert\/","title":{"rendered":"How communication reduces complaints"},"content":{"rendered":"<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When information is missing or arrives too late, people fill in the blanks themselves. This leads to frustration, misunderstanding, and ultimately complaints.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Where complaints really come from<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In many projects, it is assumed that complaints are primarily caused by the nuisance itself. In practice, the cause often lies elsewhere.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Symptoms usually arise when:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>People do not know what is going to happen\u00a0<\/li>\n\n\n\n<li>Information is shared too late\u00a0<\/li>\n\n\n\n<li>The impact feels greater than expected\u00a0<\/li>\n\n\n\n<li>There is no clear course of action\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The problem, therefore, lies not only in the situation, but in the communication surrounding it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The difference between unexpected and understandable nuisance<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nuisance is experienced differently when people are prepared. Unexpected nuisance leads to frustration. Understandable nuisance is more readily accepted.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The difference lies in:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Timing of communication\u00a0<\/li>\n\n\n\n<li>Clarity of the message\u00a0<\/li>\n\n\n\n<li>Relevance to the target audience\u00a0<\/li>\n\n\n\n<li>Insight into what people can do\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">By making clear in advance what is changing, the experience shifts.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Why communication often falls short<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In practice, communication is often initiated too late or kept too general. As a result:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Is the message not reaching the target audience on time?\u00a0<\/li>\n\n\n\n<li>The content does not align with the situation\u00a0<\/li>\n\n\n\n<li>Is a clear alternative missing?\u00a0<\/li>\n\n\n\n<li>Is the same message being sent to everyone?\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The result is that communication does take place, but is not effective.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What works<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Effective communication regarding nuisance is:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In good time\u00a0<\/li>\n\n\n\n<li>Specifically\u00a0<\/li>\n\n\n\n<li>Targeted at the right audience\u00a0<\/li>\n\n\n\n<li>Tailored to behavior\u00a0<\/li>\n\n\n\n<li>Repeated at the right moments\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">It is not about more communication, but about better communication.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The role of behavior<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For example:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Choose another route\u00a0<\/li>\n\n\n\n<li>Travel at another time\u00a0<\/li>\n\n\n\n<li>Avoid certain areas\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Without this, communication remains passive.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How to prevent complaints instead of solving them<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Many organizations only respond when complaints come in. More effective communication prevents that moment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By beforehand:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>To reach the right target groups\u00a0<\/li>\n\n\n\n<li>To communicate at the right moment\u00a0<\/li>\n\n\n\n<li>To set clear expectations\u00a0<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">you significantly reduce the risk of symptoms.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How your BaaS platform helps with this<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In practice, it is difficult to bring all these elements together effectively. Information, timing, and target groups must be continuously aligned.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Digital platforms such as our BaaS platform make it possible to structure communication regarding nuisances and to reach target groups in a targeted manner.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As a result, communication becomes not only faster but also more effective.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>From reacting to preventing<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The biggest difference lies in the way of working. From reacting to complaints to preventing them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By placing communication at the center and organizing it well, nuisance becomes more manageable and understanding increases.<\/p>","protected":false},"excerpt":{"rendered":"<p>Klachten rondom werkzaamheden ontstaan zelden alleen door de situatie zelf. Vaak komt het doordat mensen verrast worden of niet weten wat er [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":3620,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[15],"tags":[],"class_list":["post-3617","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kennisbank"],"_links":{"self":[{"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/posts\/3617","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/comments?post=3617"}],"version-history":[{"count":1,"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/posts\/3617\/revisions"}],"predecessor-version":[{"id":3621,"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/posts\/3617\/revisions\/3621"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/media\/3620"}],"wp:attachment":[{"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/media?parent=3617"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/categories?post=3617"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/trafficsolvers.nl\/en\/wp-json\/wp\/v2\/tags?post=3617"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}