How good are you at asking for feedback?
09.09.10 | Posted in General
One of the things we do well at Business Chicks is give our customers the opportunity to give feedback. After every event, we send out a survey, and we’ve made it a discipline to sit down and go through every single comment, line by line.
It’s a discipline that I used to loathe, but I’ve learned to love it. One thing I’ve realised in business (and particularly this one where we regularly run events with 1000 people) is that you can’t please everyone, all of the time (try as we may!)
In the surveys, there’ll generally be a lot of comments that are in direct contradiction with each other. Here are some comments I lifted directly from one of the last surveys we sent out:
“Food was OK but not to standard of that venue” followed directly by “The meal was outstanding – the best food I’ve had at an event.”
Then there was “Make the event shorter!” followed by “I wish your events ran for longer.”
And “Lose the panel format and go back to 1 on 1 with the emcee” and another: “Loved the panel – would love to see more of these.”
The challenge for businesses is to work through all the feedback and look for the common themes. Everyone will always have something different to say but if there is a trend happening, it’s time to sit up and listen carefully. One of the overwhelming things people said about our last lunch series was that they’d like to have dessert included. We’d got that one wrong, assuming that most of our community wouldn’t go for it. Needless to say, it’s something we’ll introduce next time round (and of course, we’ll probably still get complaints about adding it in.)
I flew back home from Los Angeles recently on V Australia, and about half way through the flight after a crew member had made up my bed and placed a heart shaped chocolate on my armrest, I thought to myself “I’d love to tell them how incredible this has all been.” I looked in my flight pocket and there was a big feedback form there which I happily spent five minutes completing.
What made it even better was that after we landed, two of the attendants came up to thank me personally for mentioning them on my form. It made me happy because I could see that they had read it, and that the form wasn’t just there for decoration. I got the sense they took their feedback process seriously, just as we do at Business Chicks.
Is your company great at collecting feedback and actioning your customer’s suggestions? Tell us how you do it below and we’ll send you the latest copy of the Business Chicks magazine Latte.