Feedback is important
There’s no question that a business no matter how big or small, needs feedback to help it develop, grow and influence consumers to make a purchase of your goods or services.
The good, bad and ugly
Feedback, whether it is positive or negative is important information. In today’s social media world where everyone and anyone can say what they want about you, whether they’ve met you or not. It can be hard not to take it to heart if its negative and can make you panic about the influence it may have on your business.
Recently, I got some negative feedback from a potential business customer. Admittedly, it was hard not to take it personally at the time. Especially as it seemed an unjustified complaint and I am generally a “people pleaser.” Beforehand there had been a lot of communication privately, everything was done to make sure we didn’t reach the outcome we did in fact end up reaching.
During my Diploma in Education and Training we focused a lot on reflection. Reflection on how the lesson went, student behaviour, personal behaviour, lesson objectives and if they were met, etc…
Reflecting forces you to put yourself into somebody else’s shoes or to literally take your thoughts and feelings outside your body and put them into someone else’s head. That can be hard sometimes as we all have our own interpretations, reactions and rationale to certain situations. However, at least trying, will go somewhere towards helping to see why that person went stark raving mad!!
A long time was spent reflecting on why this person behaved the way that they did and having asked a lot of people what they thought, the conclusion was there wasn’t anything I could have done better that could have prevented it from happening.
The only thing is that, like a dog with a bone I like to get to the bottom of things. So, carried on reflecting……
As the weeks went by I decided what could have been done better.
The decision was lack of communication.
Sometimes you have explain things better, in layman’s terms. To some of us rules and guidelines are obvious, they’re innate and don’t need pointing out. When you are dealing with the general public it’s wrong to assume that the innate understanding is in all of us. That’s why a lot of business is laden with T & C’s and tick boxes that show that you agree with them.
So, as a result of this negative feedback terms and conditions are being put into place to make sure that everyone understands what they are agreeing to should they want to come on a course with me. We are all singing from the same song sheet.
We all aim for 5 star reviews across the board. There is nothing wrong with that. But as we know, we can’t please all of the people all of the time and the consumer knows that too. Reflection led to research and according to Reviewtrackers.com the 5 star review, to some, is too good to be true. They suggest that an influential rating is somewhere between 4.2 to 4.5 out of a 5 star rating. So when my FB rating dipped from 5 to 4.7 I shouldn’t have panicked as much as I did.
(Note, my FB reviews are bouncing all over the place. Sometimes it’s 4.6, 5 then 4.7 and currently, as I type they are at 5 again. The wonders of FB technology?!)
I can’t deny, I’m still happy they are at 5 and I will move on if they dip again. But then, if I didn’t care I guess I wouldn’t be running a successful business, would I?
Thanks for reading
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