Feedback is the Breakfast of Champions
Do
you encourage customer feedback with hotlines, focus
groups and in-depth customer surveys?
One car manufacturer was exposed for systematically
hiding customer complaints over a period of thirty years.
How would you feel buying an automobile from a company
with a policy and culture like that?
With your suppliers, what kind of customer are you?
If they make a mistake, do you tell them right away
and give practical suggestions for improvement?
How frequently do you give feedback to your team members?
Are they satisfied with once-a-year appraisals? Are
you? Is that enough to keep your people motivated and
improving?
Many organizations have shifted from basic ‘boss-to-subordinate
job reviews’ to ‘360-degree evaluation’.
These exercises include constructive input from superiors
and subordinates as well as colleagues, customers and
suppliers.
In ‘720-degree evaluation’, each person
being evaluated simultaneously appraises those evaluating
him or her. These reciprocal exchanges allow a coordinated,
quarterly flow of constructive compliments, critiques
and suggestions.
Key Learning Point
A regular, vigorous
dose of omnidirectional feedback helps individual employees
– and teams – quickly learn, improve and grow.
Action Steps
What types of feedback
do you give and receive? How frequently are you evaluated
and coached on your performance? How often do you share
your assessments with others? What steps can you take
to improve the flow of constructive feedback to you, from
you and all around you?
Next Article in Customer Service Toolset >>
Who Put Sand in the Grease?
First Article in Customer Service Value Dimensions >>
In Customers We Trust
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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