Define “Resolved”

How does an organization define a resolution? 

What’s its criteria for considering a problem truly resolved? 

Maybe it’s when a question has been answered, or a the problem has been identified and fixed 

Or perhaps an issue is resolved when it is removed from a particular person’s responsibility.

If it’s that last one, it might set up some negative incentives, no?

There are all of these modern organizations - HOAs, tech support - who put pressure on your attention by insisting that you follow their procedures and policies. But when you seek out clarification, or guidance, they have none to offer. No communication. Maybe they employ a ticket system, but the resolution is mostly tossing the issue to some other person or department. 

***

If you walk into the lobby of a Four Seasons hotel anywhere in the world and ask where the bathroom is, the front desk associate will step out from behind the desk, pleasantly ask you how your day is going, and walk you to the nearest restroom.

It’s a point of pride for the brand that their definition of resolving guest issues, even trivial ones, does not involve pointing towards an unfamiliar corridor and barking out directions. 

How you do anything is how you do everything.