Are you listening to complaints at the same level and degree as praise? Feedback is an opportunity. Are you listening?
If the organization [people] is not, it is missing out on a prime opportunity to learn and improve products or services. If customers and others complain, they are indicating a problem somewhere. If you listen, you have an opportunity to take the problem and spin it into a solution. Solutions create value. Value creates revenue. Revenue creates profits.
Smart firms do this as part of their DNA. They continuously seek feedback from all involved and interested parties. As they take in this feedback they analyze…
- What went wrong
- How to eliminate the error / defect
- Then they take action
- After action they seek market feedback once again
The cycle continues indefinitely. Organizations are like people, things work best when every function does its job.
How can you make things better?
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