What's your agency's standard for quality? It seems unrealistic to expect quality standards of 100% . . . after all, nobody's perfect. Wouldn't life be a lot easier and less stressful if everyone accepted a certain amount of predictable human frailty and built in a margin for error? It could even be called something impressive and positive sounding-'acceptable quality level,' for example.

TURNING COMPLAINTS INTO GOLD MINES by Lynn Thomas, JD Only one client is more detrimental to your organizations well-being than the dissatisfied one who complains - and that&...