It really matters how you respond to customer feedback

I use the term “customer feedback” which to me sometimes means “compliments” but most of the time this means “complaints”.

As a customer I often give feedback as I believe this is part of my role to play in having my expectations met. And I try to do it in a collaborative way. So this morning I gave some “customer feedback” to a well known local butcher where I often buy meat and also to a beauty spa where I recently had a treatment. Without providing you with the long winded tales here are some basic principles that I learned:

1. Provide customers with easy to use channels to provide feedback. Customers have different preferences so offer options such as a phone number, email address, website etc. I like to have a number to call.
2. Be open to feedback. I mean encourage customers to really tell you how they are feeling.
3. i.e. Don’t be defensive. Some customers will be offensive, don’t retaliate with defense.
4. Avoid denial. Customers don’t want to be told that they are telling fibs. If you don’t believe them rather say that you will investigate the problem. And then investigate it.
5. Don’t blame an employee or a broken system. It is your company, take ownership.
6. Thank customers for providing feedback. And really mean it.
7. Follow up with some information on how the problem was resolved.
   

Then lastly I personally DON’T like to be offered freebies when I give feedback. In my opinion freebies don’t buy good will and encourage the wrong kind of feedback, showing you care will keep me coming back… but this point is up for debate?

So….. I’m really looking forward to my massage next week but can anyone recommend a good butcher?