CUSTOMER FEEDBACK – ARE WE REALLY READY FOR THE CHANGE?

  • Posted by admin 19 Oct
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CUSTOMER FEEDBACK – ARE WE REALLY READY FOR THE CHANGE?

During the recent Customer Service week, I got a lot of messages from business owners, thanking me for business done so far with a few asking for feedback on service received so far. Honestly, inviting customer feedback sounds like the right thing to do. However all humans are built to be ‘defensive’ when we hear or receive feedback – it’s like our nervous system responding to attacks to our body.
When I give feedback, I get ready for excuses, apologies and finger pointing. Recently, at a restaurant in Lagos, while waiting for my meal, I was approached by a member of staff and was asked to fill the feedback form I did and didn’t rate them very well because of their slow service, minutes after I submitted my form (before the food arrived) another staff approached me and apologized for the delay I had been experiencing and then said ‘don’t worry your meal will be on time today as the manager is around’. No words can explain how I felt.

In receiving feedback, we need to understand that its ‘learning’ and thus have to accept that learning = change, if nothing changes then we haven’t learnt. If we ask for feedback and nothing is done with the responses, then be prepared for your customers to leave as you will be passing a message across to them.
Our ‘Feedback’ project has to be viewed as a change to the way we do things. If we resist change, then we have to question our motives and ambitions. We will need to show our customers that we hear them and not just appreciate the money received but also the time taken to respond (by making an effort to at least change). For me, I haven’t returned to the restaurant since then and they may or may not have realised that they have lost me as a customer.
Enjoy the rest of your day and I will love to receive your feedback, please feel free to reach me directly on adesola@loyaltysolutionsnigeria.com should you have any questions or comments.

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