It is human nature to choose to avoid negative feedback or comments. Seriously, wouldn’t we all rather hear about the things we do well? I have no problem admitting that I would. This isn’t a job interview, I can be honest. In fact I think we all can agree that we will go to great lengths to avoid hearing about someone’s disappointment with our performance or service. Take surveys, while I find they are important in getting feedback, it means nothing to the person taking time to provide their feedback only to know that it is falling on deaf ears. If you really want to know what you are not doing well, you need to ask and you need to be willing to listen to the answer.
How many times have you sat in a restaurant disappointed with your meal only to tell the server everything was fine? While it may be the path of least resistance, you are actually doing nothing for the owner whose primary goal is to have you return again and again. Perhaps it is because when we are asked how everything is going, the question doesn’t feel sincere. It feels like they are just following the “server” script. Right up there with “are you ready for your check” or “would you like a take home box?”
So, the question of the day is…how are you asking for feedback? Are you taking the “server” approach and slipping it in passively into the conversation or are you making a genuine effort to hear the truth? I think we need to continue to remind ourselves that we can only get better if we know what it is we really need to improve upon. As difficult as it may be to hear, an open mind and willingness to listen will diminish your defenses. And don’t forget, your employees and your customers want to see you succeed and do well….they depend on it.
Susan,
It is very impressive that PLUS has a feedback culture and continuously seeks to improve. Great message!
Heather Scherf
Posted by: Heather Scherf | June 23, 2009 at 05:27 PM