Learn to Love Feedback – If you want to improve.

Feedback can be grouped into one of 3 categories:

• Complaints,
• Suggestions,
• Compliments

These may come verbally, email, the old-fashioned suggestion box or the new school method of social media.

In the world we now live, our clients, members, customers, ex-members and potential customers will be quick to tell us how we can do our business better. That is owing to the ease of giving feedback.

The problem with complaints and even some suggestions is that they can be quite demoralising if you are inexperienced with being criticised.

Don’t take internet complaints personally. And don’t rush to implement a corrective measure.  Do pay attention! And work with your Team to handle the feedback.

I believe you need a mechanism in your business to respond to any feedback – positive or negative.  The response should be personal from thanking the member who gave you a compliment to organising a time to chat with the person who gave you a suggestion.

I would also suggest you share the feedback, positive and negative and most importantly your response. This will show you are a customer focused business who listens.

JT

Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.

www.activemgmt.com.au