Incident
Investigation -- Tips, Techniques & Trivia
Customer
Service - Outdated?
This has nothing
to do with Investigations but I wanted to share this with you.
Last week
while returning from a holiday I stopped at Tim's Exxon in Helena,
Montana for gas. (Exit 193 on Interstate 15) The self-serve pump
was busy so I pulled into the Full Service lane.
In -12 C temperature
three employees descended on my truck and trailer and in a well-orchestrated
performance, checked fluid levels, washed all windows inside and
out, wiped down the dash, cleaned all head and taillights, vacuumed
the floor, checked the air pressure in all tires, and reported
the readings to me. All this would have been completed in the
time it took to fill the gas tank, but my floor mats were dirty
so they took them into the garage to power wash them, and then
apologized for the delay.
Thinking this
was some type of new marketing gimmick I approached the owner
and asked him how long he had been doing this and how was it working
for him. He replied it was a 31-year tradition and it was
working just fine! Sure, I paid a few cents more for the gas,
but well worth it!
Jeff
The Follow-up Question
(See the Feb 2011 newsletter for the types of question to be asked.)
One
of my golden rules of interviewing is that once you ask that wide-open
narrative question, sit back, listen and DO NOT interrupt the
witness. If the witness does not provide an answer to a question
you thought he might, or they are being evasive about some aspect
of the accident; you need to make a written or mental note of
the question and save it until they have finished speaking.
The
downside of this approach is that you forget what you were going
to ask or you become so focused on not forgetting that you fail
to listen closely to what you are being told. Another approach
is to ask a follow-up question and the rule here is to ask it
as soon as you realize you need to.
First,
let the person finish speaking about the immediate subject material
as you don't want to interrupt the information flow; look for
that natural pause to step in with your question.
Read
remainder of article
Investigation
Kit
Kit
Details (pdf article)
Pricing
and Ordering Information
E-Learning
Programs
My
E-Learning programs are available without cost to newsletter subscribers.
Each takes about an hour to complete.
Incident
Investigation
The Incident Investigation program provides an overview or introduction
to the process.
Collision
Scene Management
The Collision Scene Management session would benefit drivers who
may have to gather collision scene evidence.
Alberta Occupational Health and
Safety Act
Convictions
- Alberta Occupational Health and Safety Act
Charges
- Alberta Occupational Health and Safety Act
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