i
2
[Music]
[Applause]
because we complain
because we have learned it
by habit
because we tend to be pessimistic
because we are perfectionists and demanding
for lack of empathy
because we get contagious from others or
simply for having a theme of what
talk
in April 2016 through networks
social in Cuenca shared photos
of the damage caused by the earthquake in
manabi
the plane that had gone off track
at the airport
and the streets broken by the
construction on the tracks for
trolley car
anyone from the equator or from another
country that saw the photos and videos that
we published we could think that the city
whole
it was destroyed
including some politicians the
used to campaign against
of the municipal authorities
nobody absolutely nobody measured the
tremendous damage that we were causing him
to the image of our city
on June 5 through a
publication on facebook I ask that
instead of complaining from comfort
from our homes let’s get into action
and in that post he said
I hear people saying that there
to go out to the streets to go out
streets so that to complain to
continue to damage the reputation of our
city
I am hotel-gastronomic and work
from 13 years old
during my career I can say that
my greatest ally has been the complaint of my
guests
and what I have learned to do with each
complaint is to transform it into a
strength
while working on one of the best
argentina silver sea hotels
one day something happened that made me put
special attention to the complaint
by accident a room was new watering
a plate of ravioli with pomodoro sauce
in a guest’s pants right here
of despair is still seized
the ravioli with the hand and turned them to
put on the plate
imagine the situation the wife was
frantic the man even more stood up
furious and went to the room
to change the pants
meanwhile we try
calm the wife the impossible was
too annoying the minutes passed the
guest returned restart his dinner ended
his dinner and he went back to the
room but when it came to the
room found the pants in
Perfect state a bottle of champagne
strawberries and grapes with chocolates and a
apology letter from our manager
food and drinks
to synthesize I tell you that that
guest is one of the most faithful of that
hotel
from my personal experience and
I have been able to perceive that the
complaint is a gift
and what I have learned to do with it
is to transform it into a solution
the complaint is the result of something that
is bothering the example of when
you leave the driving school and you start
to drive and is the typical example you
They taught to keep your distance to
respect the lane use the
Directional pass on the left
At the beginning almost everything stresses you
you complain about that because it crosses
use the directionals because you
go over the right all the time you
complaints and it’s normal is because you’re not
agreement with that reality
now what happens when you
you accustom
then stop complaining the
stimulus no longer affects you
it’s normal for you and in that moment
you are part of the complaint
that’s why the important thing is to realize
of process
when you perceive a stimulus and it makes you
feel uncomfortable the most likely is that
you complain those complaints can be towards
outside or inside but be careful those
repetitive internal complaints generate
states of depression and ultimately you
It hurts you and those around you
because
if you want to be healthier from the
physical and psychological point of view
something with that complaint
it is best to take the energy of that
fresh complaint which can really be
a factor of change
we usually complain in the place
wrong
and of course it does not help at all
example if you have a problem in a
restaurant do not complain with the person
which is in front of you, look at the living room
But with the maître d ‘with the chef put your
criticism in a letter and that’s going to be more
useful for all
I have learned to handle the complaint in my
work environment and now it has touched me
handle it in my current city and we have
found a very simple formula for
manage it
complaint plus action equal to results
in June 2016 when we complained
for the construction of roads for
tram and neglect in the city with
a group of friends went out to clean the
streets we painted the flower beds we painted
the cherimoyas that divide the avenues
we cut the weeds in places of
tourist exhibition and the result was
that the municipal companies entered into
action and carried out the work that
we perform but obviously with
the machinery that we do not
we had
in April 2016 when the
earthquake in manabí the complaints of those
days were that the resources that were
generated were not delivered on time or
suitably with another group
friends we decided to collect 60 tons
of toys food and other
needs for children and
we deliver personally
on April 20, 2017 against not
we received an official report of what
had happened with the plane in the
airport and what was heard
a definite cancellation of the flight
Cuenca Guayaquil basin of one of the
two airlines that fly the route of
our city we made a sit-in
peaceful at the airport
although the results obtained are not
were the optimal ones at least we have
managed to keep a flight from that
airline
another one of the complaints was of the sector
tourism due to the lack of promotion of
our city this time in
October 2017 we take advantage of the power of
social networks and we created a campaign
on facebook with the hashtag I was by
you basin we open a fanpage where
we publish spectacular photos of the
city of Cuenca the same as
had a range of up to 90 thousand
people between 1000 and 2000 like and in
occasions up to 900 times shared
another claim in our city
is the growth of the levels of
environmental pollution and
deforestation taking action these
claims we carry out sowings and
we have planted more than 1000
trees
so you have an idea
basin toilet company enters seven
times a day to the center of our city
to keep the downtown area so
impeccable
taking action on this with a group of
300 athletes we put into practice the
plugin basin
with the message that a city clean
It is not the one that is cleaned but the one that is not
dirty blogging means running and
collect
this is an initiative that was born in
Sweden
and now it has expanded by more than 100
countries in ecuador were the first and
weeks later the municipality replied
of blanket
with this action we made a video what
we publish on facebook and at this moment
We are in 15 countries
we have had a reach of 538 thousand
people
definitely besides being a good
example has been an excellent promotion
for our city
we have been able to verify that there is a
great predisposition of the citizens of
make a complaint a concrete action
there are more than 2,500 people
we have united to make each of
this activities
to all of them I say thank you for
join for being an example and for demonstrating
that desire to make a city better
just complain as I have raised
It is usually frowned upon
however it is clear that the complaint is the
individual reaction that which does not
we perceive good or suitable for
us or for ours
but taking that energy and managing
the one in a different way I could
check
that the complaint
it’s a gift and you
what are you doing with your complaints
[Applause]
2
[Music]
[Applause]
because we complain
because we have learned it
by habit
because we tend to be pessimistic
because we are perfectionists and demanding
for lack of empathy
because we get contagious from others or
simply for having a theme of what
talk
in April 2016 through networks
social in Cuenca shared photos
of the damage caused by the earthquake in
manabi
the plane that had gone off track
at the airport
and the streets broken by the
construction on the tracks for
trolley car
anyone from the equator or from another
country that saw the photos and videos that
we published we could think that the city
whole
it was destroyed
including some politicians the
used to campaign against
of the municipal authorities
nobody absolutely nobody measured the
tremendous damage that we were causing him
to the image of our city
on June 5 through a
publication on facebook I ask that
instead of complaining from comfort
from our homes let’s get into action
and in that post he said
I hear people saying that there
to go out to the streets to go out
streets so that to complain to
continue to damage the reputation of our
city
I am hotel-gastronomic and work
from 13 years old
during my career I can say that
my greatest ally has been the complaint of my
guests
and what I have learned to do with each
complaint is to transform it into a
strength
while working on one of the best
argentina silver sea hotels
one day something happened that made me put
special attention to the complaint
by accident a room was new watering
a plate of ravioli with pomodoro sauce
in a guest’s pants right here
of despair is still seized
the ravioli with the hand and turned them to
put on the plate
imagine the situation the wife was
frantic the man even more stood up
furious and went to the room
to change the pants
meanwhile we try
calm the wife the impossible was
too annoying the minutes passed the
guest returned restart his dinner ended
his dinner and he went back to the
room but when it came to the
room found the pants in
Perfect state a bottle of champagne
strawberries and grapes with chocolates and a
apology letter from our manager
food and drinks
to synthesize I tell you that that
guest is one of the most faithful of that
hotel
from my personal experience and
I have been able to perceive that the
complaint is a gift
and what I have learned to do with it
is to transform it into a solution
the complaint is the result of something that
is bothering the example of when
you leave the driving school and you start
to drive and is the typical example you
They taught to keep your distance to
respect the lane use the
Directional pass on the left
At the beginning almost everything stresses you
you complain about that because it crosses
use the directionals because you
go over the right all the time you
complaints and it’s normal is because you’re not
agreement with that reality
now what happens when you
you accustom
then stop complaining the
stimulus no longer affects you
it’s normal for you and in that moment
you are part of the complaint
that’s why the important thing is to realize
of process
when you perceive a stimulus and it makes you
feel uncomfortable the most likely is that
you complain those complaints can be towards
outside or inside but be careful those
repetitive internal complaints generate
states of depression and ultimately you
It hurts you and those around you
because
if you want to be healthier from the
physical and psychological point of view
something with that complaint
it is best to take the energy of that
fresh complaint which can really be
a factor of change
we usually complain in the place
wrong
and of course it does not help at all
example if you have a problem in a
restaurant do not complain with the person
which is in front of you, look at the living room
But with the maître d ‘with the chef put your
criticism in a letter and that’s going to be more
useful for all
I have learned to handle the complaint in my
work environment and now it has touched me
handle it in my current city and we have
found a very simple formula for
manage it
complaint plus action equal to results
in June 2016 when we complained
for the construction of roads for
tram and neglect in the city with
a group of friends went out to clean the
streets we painted the flower beds we painted
the cherimoyas that divide the avenues
we cut the weeds in places of
tourist exhibition and the result was
that the municipal companies entered into
action and carried out the work that
we perform but obviously with
the machinery that we do not
we had
in April 2016 when the
earthquake in manabí the complaints of those
days were that the resources that were
generated were not delivered on time or
suitably with another group
friends we decided to collect 60 tons
of toys food and other
needs for children and
we deliver personally
on April 20, 2017 against not
we received an official report of what
had happened with the plane in the
airport and what was heard
a definite cancellation of the flight
Cuenca Guayaquil basin of one of the
two airlines that fly the route of
our city we made a sit-in
peaceful at the airport
although the results obtained are not
were the optimal ones at least we have
managed to keep a flight from that
airline
another one of the complaints was of the sector
tourism due to the lack of promotion of
our city this time in
October 2017 we take advantage of the power of
social networks and we created a campaign
on facebook with the hashtag I was by
you basin we open a fanpage where
we publish spectacular photos of the
city of Cuenca the same as
had a range of up to 90 thousand
people between 1000 and 2000 like and in
occasions up to 900 times shared
another claim in our city
is the growth of the levels of
environmental pollution and
deforestation taking action these
claims we carry out sowings and
we have planted more than 1000
trees
so you have an idea
basin toilet company enters seven
times a day to the center of our city
to keep the downtown area so
impeccable
taking action on this with a group of
300 athletes we put into practice the
plugin basin
with the message that a city clean
It is not the one that is cleaned but the one that is not
dirty blogging means running and
collect
this is an initiative that was born in
Sweden
and now it has expanded by more than 100
countries in ecuador were the first and
weeks later the municipality replied
of blanket
with this action we made a video what
we publish on facebook and at this moment
We are in 15 countries
we have had a reach of 538 thousand
people
definitely besides being a good
example has been an excellent promotion
for our city
we have been able to verify that there is a
great predisposition of the citizens of
make a complaint a concrete action
there are more than 2,500 people
we have united to make each of
this activities
to all of them I say thank you for
join for being an example and for demonstrating
that desire to make a city better
just complain as I have raised
It is usually frowned upon
however it is clear that the complaint is the
individual reaction that which does not
we perceive good or suitable for
us or for ours
but taking that energy and managing
the one in a different way I could
check
that the complaint
it’s a gift and you
what are you doing with your complaints
[Applause]
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