The Customer Already Told You · Chapter One

The Second Call

Much of what arrives at a firm's front door is its own earlier failure, coming back with the customer's account of where it happened.

Ammanuel Santa Anna · ORCID 0009-0008-3244-0306

Chapter One of The Customer Already Told You: Finding the Gain in What Customers Already Say.

Abstract

Much of what arrives at a firm's front door is its own earlier failure, coming back with the customer's account of where it happened. It is ten past eight on a Monday in November, and the head of customer services at a housing association is sitting at the end of a row of desks with a spare headset on. She has not done this for two years. The screen above the row shows the figure the board likes best: calls answered within twenty seconds, ninety-something, green. Beside her, an adviser who has worked the repairs line since before the new phone system takes the fourth call of the morning, and the woman on the other end begins, as the second and third callers began, with the same four words. I'm ringing again about.

Read the PDFRead the whole bookdoi:10.5281/zenodo.23989057

Cite this chapter

Santa Anna, A. (2026). The Second Call. In The Customer Already Told You. Luminous Prosperity Inc. https://doi.org/10.5281/zenodo.23989057

@incollection{santaanna2026the1,
  author    = {Santa Anna, Ammanuel},
  title     = {The Second Call},
  booktitle = {The Customer Already Told You},
  chapter   = {1},
  publisher = {Luminous Prosperity Inc.},
  year      = {2026},
  doi       = {10.5281/zenodo.23989057},
  url       = {https://business.hautelumiere.life/library/the-customer-already-told-you/01-the-second-call/}
}

References

  1. Ohno, T. (1988). Toyota production system: Beyond large-scale production. Productivity Press (verified in Open Library; not reopened). The list of wastes is given in its customary form.
  2. Jackson, M. C., Johnston, N., & Seddon, J. (2008). Evaluating systems thinking in housing. Journal of the Operational Research Society, 59(2), 186–197. https://doi.org/10.1057/palgrave.jors.2602521

Every chapter of The Customer Already Told You

  1. Chapter OneThe Second Calldoi:10.5281/zenodo.23989057
  2. Chapter TwoThe Ticket Marked Resolveddoi:10.5281/zenodo.23989059
  3. Chapter ThreeThe Customer Who Left Quietlydoi:10.5281/zenodo.23989061
  4. Chapter FourThe Apology and the Causedoi:10.5281/zenodo.23989063
  5. Chapter FiveThe Calls That Stop Comingdoi:10.5281/zenodo.23989065
  6. Chapter SixThe First Ninety Daysdoi:10.5281/zenodo.23989067
  7. Chapter SevenThe Field Manualdoi:10.5281/zenodo.23989070

The other books in the library

  1. Ecstatic Economics · The Luminous Business MethodologyCash Asleep in the Buildingdoi:10.5281/zenodo.23989319
  2. Ecstatic Economics · The Luminous Business MethodologyChange That Staysdoi:10.5281/zenodo.23989557
  3. Ecstatic Economics · The Luminous Business Methodology · Book TwoEarneddoi:10.5281/zenodo.23989328
  4. Ecstatic Economics · Volume IEnough by Designdoi:10.5281/zenodo.23989348
  5. Ecstatic Economics · The Luminous Business MethodologyLuminous Integral Leadershipdoi:10.5281/zenodo.23989368
  6. Ecstatic Economics · The Luminous Morphic Marketing SeriesLuminous Morphic Marketingdoi:10.5281/zenodo.23989389
  7. Ecstatic Economics · The Luminous Business Methodology · Book OneMindful Leadership Masterydoi:10.5281/zenodo.23989430
  8. Ecstatic EconomicsOwning the Workdoi:10.5281/zenodo.23988988
  9. Ecstatic EconomicsThe Channel Keeps Itdoi:10.5281/zenodo.23989022
  10. Ecstatic Economics · Volume IIIThe Economy That Keeps Becomingdoi:10.5281/zenodo.23989451
  11. Ecstatic Economics · Volume VThe Embedded Marketdoi:10.5281/zenodo.23989474
  12. Ecstatic Economics · Volume VIThe Gain Was Always Shareddoi:10.5281/zenodo.23989502
  13. Ecstatic EconomicsThe Long Clockdoi:10.5281/zenodo.23989072
  14. Ecstatic Economics · The Luminous Business MethodologyThe Manager's Weekdoi:10.5281/zenodo.23989102
  15. Ecstatic Economics · Volume IIThe Pasture Was Never Emptydoi:10.5281/zenodo.23989523
  16. Ecstatic Economics · The Luminous Business MethodologyThe Price Nobody Chargeddoi:10.5281/zenodo.23989120
  17. Ecstatic EconomicsThe Second Briefdoi:10.5281/zenodo.23989141
  18. Ecstatic Economics · Volume IVThe Standing Forestdoi:10.5281/zenodo.23989542
  19. Ecstatic Economics · The Luminous Business MethodologyThe Strategy That Reaches the Floordoi:10.5281/zenodo.23989179
  20. Ecstatic Economics · The Luminous Business MethodologyWhere the Flow Stopsdoi:10.5281/zenodo.23989196
  21. Ecstatic Economics · The Luminous Business MethodologyWho Decidesdoi:10.5281/zenodo.23989215

The licence

Free to read, share, quote, translate and teach, non-commercially, for ever, under the Luminous Library Licence 1.0. Every other right is the Author’s. Deposited on Zenodo in the Luminous Prosperity community.