How do you feel when you receive positive feedback from customers (thank you notes, emails, etc.)? Most people welcome positive feedback.
What does it feel like when you receive pointed and direct feedback from customers unhappy or upset with some aspect of the service they’ve received…or failed to receive (face-to-face interactions, emails, complaints, etc.)? Most people would rather not hear or deal with negative comments.
I think we can all agree that positive feedback keeps us motivated and on track to know we are meeting our customers’ needs. What would you say if I told you that it is the feedback we think of as negative that we should welcome more? Why do you think negative feedback is the most important type of feedback?
In the 4th Tenet of Better Engaged Employees – Customers Define Quality and Service, we learned that if we fail to meet customers’ expectations, there could be consequences that affect both those directly and indirectly involved in the customer service experience. What we didn’t discuss was the ultimate action customers could take – to no longer do business with the Company. Some customers simply slip away silently and we have no mechanism in place to fully understand what really happened. What could we have done differently in order to prevent losing that relationship? That’s why feedback is so important. Customers that complain or give us negative feedback are offering us an opportunity to save the relationship.
Candid and constructive feedback is a gift and should always be welcomed even though it may not be easy or comfortable to hear. Although we may make every effort possible, we may not always be able to provide a solution that completely satisfies every customer. When we miss the mark and receive constructive feedback, it provides us with the opportunity to examine our business and customer service practices to determine how they can be improved. How can we fix what’s not working if we are unaware of the problem?
How we respond and act upon feedback received is crucial to everyone’s success. In responding to the feedback, we must first focus on clearly understanding the feedback being given. Steven Covey said, “Seek First to Understand, Then to Be Understood.” Listening skills are crucial. What is the issue or problem the customer wants to solve? What do they need from you? How can you be sure you understand their concerns?
Once the problem has been identified and confirmed, the focus shifts to how you act upon the feedback. In Tenet 3, we learned the importance of providing solutions and being empathetic. As Theodore Roosevelt said, “Nobody cares how much you know, until they know how much you care.” Empathy is key.
Feedback is a gift. Feedback determines what business practices and actions please customers and it provides the opportunity to make adjustments or changes where needed.
While this post was centered on external customer feedback, the same principles apply to feedback from internal customers. We all want to know what we do well and what we can change in order to improve. Constructive feedback is a gift, given in a positive way, with the intent of helping the employee further develop.
Over the next week, be aware of how you react and respond to feedback from your customers. How do you respond to compliments or praise? What is your response to negative feedback?
What are your thoughts on feedback? How can you, your team, and your company be more open to all types of feedback?
P.S. First time here? Welcome to the Agent In Engagement site. Thanks for taking the time to stop by! I hope you’ll explore the rest of the site. Let me know what employee engagement topics interest you.
Other recent Agent in Engagement articles by Gregory F Simpson:
- Employee Engagement Briefing for Week of November 10 – 14, 2014
- The 4th Tenet of Better Engaged Employees – Customers Define Quality and Service
- The 3rd Tenet of Better Engaged Employees – Provide Solutions and Show that You Care
- The 2nd Tenet of Better Engaged Employees – Service Comes from the Inside Out
- The 1st Tenet of Better Engaged Employees – Customers Make the Rules
- Archetypes of The Hero’s Journey and The Employee Engagement Journey
- The Hero’s Journey and the Employee Engagement Journey
Let’s Engage!
I’m Agent in Engagement Simpson…Gregory F Simpson.
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Learn more about me at www.gregoryfsimpson.com.
