The Customer Already Told You · Chapter Six

The First Ninety Days

Five practices set in order, from listening at the front door to measuring the calls that stop coming.

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

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

Abstract

Five practices set in order, from listening at the front door to measuring the calls that stop coming. It is half past seven on a Monday, and the chief executive of a service organisation of some five hundred people has the board's customer report open on the desk beside her coffee. It is a good report, as these reports go. Satisfaction is steady. Calls are answered quickly. Complaints are down a little on last year. She has read the first five chapters of a book like this one, or lived them, and she no longer believes that any of those three sentences means what it seems to. The temptation, which she feels as a restlessness in her hands, is to commission a programme by Friday: a name, a consultant, a customer platform, a launch.

Read the PDFRead the whole bookdoi:10.5281/zenodo.23989067

Cite this chapter

Santa Anna, A. (2026). The First Ninety Days. In The Customer Already Told You. Luminous Prosperity Inc. https://doi.org/10.5281/zenodo.23989067

@incollection{santaanna2026the6,
  author    = {Santa Anna, Ammanuel},
  title     = {The First Ninety Days},
  booktitle = {The Customer Already Told You},
  chapter   = {6},
  publisher = {Luminous Prosperity Inc.},
  year      = {2026},
  doi       = {10.5281/zenodo.23989067},
  url       = {https://business.hautelumiere.life/library/the-customer-already-told-you/06-the-first-ninety-days/}
}

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

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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.