Wednesday, April 20, 2011

Feedback Follow Up

I'm a feedback form nut - I'll freely admit it. I get a strange sense of glee whenever I'm asked by a business to give feedback. I'll fill in a feedback form at a dodgy side of the road diner, when my bank asks for it or even those annoying online survey requests - I just like to give feedback.

You know what I like even more? When someone actually acknowledges that feedback.

I recently stayed in the Blue Mountains at Lilianfels Resort and Spa. It was, in a word, "divine". I diligently filled in my feedback form and even went and posted a great review on Trip Advisor. Nothing so strange there, I review most of the hotels I stay at online and I also fill in a feedback form whether I've had a good or bad stay at every hotel I go to.

What was different here, is that a few nights after returning home, our phone rang and it was the general manager calling to thank us for our feedback on the facility and staff (we'd particularly mentioned one staff member - Patrick - who was extremely helpful). He mentioned that he likes to call everyone who takes the time to leave feedback.

The phone call went for no more than a minute or two but left a huge lasting impression and it's the first time I've ever had this type of follow up (and trust me when I tell you I've left feedback that really should have been followed up in the past!)

Well done Lilianfels - and if you're going to the Blue Mountains in NSW, I wouldn't recommend you stay anywhere else.

What can you do to "Lilianfels" your business today? Are you asking your clients and customers for feedback, and then, most importantly, what are you doing with it after you receive it?

By Kirsty Dunphey with No comments


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