Here is your Daily Dose of Amazing Service:
Encourage feedback from your customers
And here are some additional thoughts on this topic…
Direct, honest feedback from our customers is among the most valuable information a business can have. Yet most employees treat feedback like the H1N1 virus. They hope they don’t get it and they’d really like to have a vaccination against it.
Not all feedback is negative. But it’s all important. It’s all useful. And it all needs to be handled in a professional and consistent way.
Accept feedback as you would a gift because that’s what it is. Thank customers for their feedback. Let them know what YOU will do with it (so they know their efforts are not wasted). And, if possible, follow up with them. Let them know if or how their feedback was used to improve the organization.
Other articles you might like:
- For better customer service be consistent
- For better customer service: Treat everyone well
- Be passionate about customer feedback
- Make it easy for customers to leave
- Use grit to improve your customer service delivery
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You’re right, customer feedback is crucial to be able to be succesful. Figuratively: it is not the rudder of the ship, you need to set your own course, but it tells you in which direction the wind blows.
I once heard a nice quote, don’t remember from whom: “you cannot fail, you only receive feedback, and feeback is the breakfast of champions”
Keep up the inspiring work Kevin!
Rob Boerman
Hi Rob – I have not heard that quote before but I love the “feedback is the breakfast of champions” part. Thanks!
Kevin, I agree companies should encourage their customers to leave feedback, both good and bad. But, they should only ask for that feedback if they’re going to listen. I just posted on my blog about someone who called me for feedback and didn’t listen to my answer. That’s worse than not asking for feedback at all.
Hi Linda – I hear you. I’ve had that happen (too many times). Talk about annoying! Send me your link and I’ll look at your post. Thanks! KS