An important part of leadership is for organizational units to find ways to continuously improve their service to external and internal customers. The pet-peeve technique is a method of brainstorming in which a group identifies all the possible complaints others might have about the group’s organizational unit. Through brainstorming, group members develop a list of complaints from any people who interact with their group. Although the pet-peeve technique is rarely mentioned, it is potentially valuable.

Group members can prepare for the meeting by soliciting feedback on themselves from the various target groups. In keeping with the informal, breezy style of the pet-peeve group, feedback should be gathered informally. Rather than approach target groups with a survey, members might tell others about the upcoming pet-peeve session and then ask in person or electronically, “What complaints can you contribute?” During the no-holds-barred brainstorming session, group members throw in some imaginary and some humorous complaints. Humorous complaints are especially important, for humor requires creative thinking.

After all complaints have been aired, the group can process the information during a later session, when they can draw up action plans to remedy the most serious problems. The pet-peeve technique has a good-spirited touch and can likely help the group improve its work processes.