Feedback

In today’s world, we’re constantly asked for feedback.  Today I got three separate emails from companies I’ve dealt with recently asking if I could take a few minutes of my valuable time to give my feedback, but my recent experiences leave me questioning how often we’re really prepared to take feedback on board.

Take another example from today.  A recruitment agent that I’ve used for a recent appointment was in touch and asked “if I had any feedback about the way they’ve handled the appointment”.  My experience with them was overwhelmingly positive, but there were a couple of wrinkles that lead me to offer pointers as to how things could get even better.  Unfortunately when I offered these, what I got in response was a justification of why the person had done things the way they had.  I’m not saying I was right, but what’s the point of asking if you’re not going to listen.

And it goes beyond asking for feedback too, something as simple as incorrect signage, when highlighted to a team member of staff, could be instantly corrected, or could (as in my local “cafe in the woods”) be left in place to confuse each subsequent customer.

When selecting teammates, I look carefully at how they respond to feedback, and I am always on the look out for how I could do better.  Even if I have information which the person giving the feedback doesn’t have, there’s only one way to ensure that you’ll get vital and useful feedback in the future, and that’s to accept it graciously and see how you can really improve your business.

Author: Martin Campbell

Entrepreneur and father of daughters. Using technology to solve problems and make the world a better place.

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