I had a very interesting week last week around the theme of client engagement and client feedback. It culminated Friday afternoon with a visit to the Post Ofﬁce to pick up my mail.
It got me thinking about key questions we all should be asking our clients regularly:
1. What are we doing well for you?
2. What aren’t we doing so well for you?
3. What can we do to help you, add more
value for you, make our product or
service better meet your needs and
make your life easier, more effective?
In addition we should be asking ourselves
1. What are our customers saying about us
behind our back?
2. How engaged and committed are our
customers to us compared to our
3. Are our customers advocates and raving
fans, or are they raving zealots out there
doing damage to us?
Wouldn’t we rather they tell us to our face what they think about us rather than tell everyone
The Breakfast Of Champions And Getting Damn Mad.
As Dr Ken Blanchard wrote all those years ago in The One Minute Manager, ‘Feedback is
the Breakfast of Champions.’
(He forgot to say that sometimes it tastes like cold porridge…)
That’s right… not all feedback we get might be lovely, cuddly and warm.
Sometimes we might be shocked, offended, hurt or even p##ed off by it.
But as M. Scott Peck wrote in The Road Less Traveled,
‘The truth will set you free — but ﬁrst it make you damn mad..’
But the good thing is.If it drives you mad, it will drive you into action to ﬁx it, to take action
that corrects, improves, innovates and makes sure you never have to go through the same
Use the feedback to ﬁx, improve, innovate and reinvigorate the system.
Anyway, as a result of several events of both giving and receiving feedback during the week,
this event at the Post Ofﬁce stimulated me into action. I was so stimulated I recorded this
Check out the video at: youtu.be/xYdPMa4KFgk