‘My name is Sherlock Holmes. It is my business to know what other people don’t know.’
Sherlock Holmes – fictional English detective
As business owners and managers, we are often concentrating on ‘the business noise’ and daily work activities rather than what is not happening in the business. The Sherlock Holmes mystery The Adventure of Silver Blaze, involving the apparent murder of a champion race horse’s trainer and the disappearance of the race horse illustrates this point.
On the night of the alleged crime, the residents in the house near the stables heard no sound.
The dialogue from the book makes interesting reading:
Inspector Gregory (Scotland Yard detective): ‘Is there any other point to which you would wish to draw my attention?’
Sherlock Holmes: ‘To the curious incident of the dog in the night-time.’
Inspector Gregory: ‘The dog did nothing in the night-time’.
Sherlock Holmes: ‘That was the curious incident.’
What was Holmes’ conclusion?
As dogs often bark at strangers and the dog did not bark perhaps the offender lived in the house near the stables. This important clue where the ‘dog didn’t bark’ helped Sherlock Holmes to solve the mystery.
What did we learn from Holmes’ actions in The Adventure of Silver Blaze?
We normally think that important clues involve events that did happen, however we often forget that events that did not happen can be more important. Using customer service as an example, we concentrate on replying to customer’s phone calls and emails, whereas instead we should also be concentrating on those customers we do not hear from?
The equivalent of the dog that did not bark.
The customer could be very satisfied or extremely unhappy with our products and services? Reconnecting with the customer presents us with a great opportunity to reconnect and reinforce the positive experience they are having with our service or products or save their business from going to competitors because of a poor experience.
Remember, like Sherlock Holmes perhaps we should as managers and business owners also allocate time away from the daily ‘business noise’.
Are you looking at what is not happening in regard to staff and customers, especially those we do not hear from?
This may give us valuable clues on where to improve our products, services, staff relations, or our management style.