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Saturday, July 11, 2009

World-Class Feedback

You know, I've spent a fair amount of time writing about providing world-class customer service so now I think it's time to spent a minute on what we should do when we receive it.

OK, really, I'm just going to talk about one great way to reward someone for outstanding service.

I'm someone who has no problem giving constructive feedback -- both positive and the other kind, too. In reality, I rarely provide direct negative feedback to people who don't work for me...unless they ask for it. If they do ask, well, I try to tactfully and unemotionally let them know how I feel and what I think they could do to remedy the situation. Otherwise, if it's someone who is expecting a tip, I'll let my displeasure show in the amount.

HOWEVER, for those few people who just knock my socks off with world-class service, I try to make sure the appropriate people are aware how happy and impressed I am. When I share my feedback about the outstanding service I receive, I attempt to do two things.

1. First, I let my server know. in a restaurant setting, for an example, I personally thank him or her know how much we appreciated the care we received. I also write a note on the restaurant copy of the receipt saying words like "you made my day" or "your great service made our food taste even better" (I got the receipt idea from something I heard Zig Ziglar say).

2. The other thing I try to do is let the manager know. One time, I told someone how great a job she did and she said, "thank you very much, but if you really like the service I provided, please tell my boss." She was right. So whenever I can find a boss or manager or supervisor, I ensure he or she knows about the great service I got and who provided it. It's actually a lot of fun because most managers are used to getting complaints, not compliments. So you say, "are you the manager?" and you can literall sense them tensing up. Then you let them know, "our server was Tom (and they're just waiting for the bomb to drop) and he was really outstanding. Our experience couldn't have been better." Then you see them relax and smile and hopefully you've made their day, too.

We human beings, especially Americans, I think, are so conditioned to complain that we sometimes don't know how to say "thank you" for outstanding service.

When you experience that world-class service, don't waste your chance to foster that great work. Say something.

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