Handling feedback effectively
A Blackpool hotel had some bad press recently. It had fined a couple £100 for leaving a bad review on Trip Advisor. It prompted us to think what are the wrong things and the right things to do about customer feedback. Here’s our list:
- Fine people if they leave a bad review
- Respond in a negative way. “Don’t book a room here again as we don’t want your sort round here” is a good example!
- Forget to ask for feedback. Customers think you don’t care much about them if you don’t ask them “how did we do – what could we do better?” (I’ve found my wife has a similar attitude)
- Ignore their feedback – people will stop giving you feedback if they don’t see that you are listening
- Forget to tell them what changes you have made as a result
- Acknowledge feedback and thank the customer for providing it. Whether it’s good or bad you can use it to improve your business
- Ask for feedback!
- Tell people what you will do with their feedback
- Tell them when you have made changes – and thank them again
- Tell all your customers what you do with feedback and the changes you have made
- Involve your staff and make sure you get their feedback!
Asking for and using customer feedback is a great way to build deeper relationships. After all, it’s free business advice!