I have never feared customer feedback! In fact I welcome it and encourage it. Everyone has GOLD it is really listening hard for it that makes the difference. (Some people do try to hide their’s, others give it away freely)
I remember once a woman called at RedBalloon wanting to speak to the ?complaints? department. I said ?Oh we?ve never had a complaint before, but we have had lot?s of people providing us with a valuable contribution so that we can get even better at what we do?. She was great after that, we listen for contribution not problems, how can we quantify, then improve, enhance, develop based on what we have learned.
I think it is this ongoing cycle that not only keeps us on our toes but presents us with some of the best business opportunities. We don?t wait to hear from people we are also proactive.
Awaiting your Gold…