Non-compliance can be viewed as a ‘problem’ resulting in solutions which are hoping to resolve that ‘problem’. From a more constructive point of view, non-compliance can be seen as a gift of ‘valuable feedback’ to help us achieve the best possible outcome for both the customer and ourselves.
‘Non-compliance’ in an organisation can be compared with a customer not buying a product they don’t like, leaving a meal in a restaurant that doesn’t meet their expectations or an employee not completing a mandatory learning package.
The problem is not always the person who doesn’t ‘comply’, it is more likely that the offering does not match the needs of the person. Seeing ‘non-compliance’ as valuable feedback empowers suppliers of product and services to actively seek customers’ qualitative feedback and collaborate on how to make improvements to a product or service for the benefit of the customer, leading in turn to better ‘compliance’.
Using the above metaphors, would it help to ‘tell’ or ‘train’ a customer to eat a meal in a restaurant that doesn’t meet their needs/expectations? Or would it help to actively seek their feedback, improve the meal based on the feedback received, give the customer a voucher to eat at the restaurant again at a future date and regain their trust (and your reputation)?
Even if a product or service is mandatory, which organisations often have to consider, there has to be more of a commitment to explain/sell the benefits and positively influence actions in others, rather than using the ‘stick’ approach.
Compliance as a possible sign of high stress & anxiety
- So why do some employees/customers always comply with whatever is given to them, even when it doesn’t meet their own or their customers’ needs/expectations?
- Why do some people eat the meal that doesn’t meet their expectations?
- Who do people blindly believe everything a GP tells them?
Possible answers (not an exhaustive list):
- Don’t want to ‘rock the boat’
- Don’t want to upset the other person
- Avoid embarrassment
- Avoid conflict
- Lacks confidence/assertiveness
- Intimidated by the (perceived) status/power of the other person
- Learned helplessness
- Don’t know how to challenge
- Don’t know how to say no
- Worried about losing their job
- Fear of blame
And, which of the above reasons contributed to so many people ‘complying’ in war time situations?
Non-compliance is not a problem. It is just an opportunity for getting more feedback to improve the quality of products, service and communication. On the contrary however, there should be more concern for ‘blind compliance’.