A close friend of mine just had a horror experience with a local business. It was the first day for the staff member who was serving her and, without going into too many details, it was an up close and personal experience that, due to the occasion it was required for, should never have been left in the hands of someone on their first day, in their first job.
“What do I do if she (the owner and the person who had recommended her to the service) asks for feedback?” my friend asked me “she was such a lovely girl – I don’t want to get her fired!”
So now this business is in a predicament. My friend feels unable to give them feedback that they need to hear because she’s worried about the impact of it. My friend is extremely sweet and likes to avoid conflict at all costs.
The feedback this business really needs to hear shouldn’t put that staff member in danger because it’s not – “your staff member wasn’t up to par”, the feedback is “your staff member wasn’t adequately trained or experienced yet to deal with my needs and shouldn’t have been let loose on me yet”.
One is a staffing issue, one is a training / management issue.
How can people provide feedback to you in your business? After writing this – I’m off to design an anonymous questionnaire for our customers right now, hopefully so that I won’t repeat this mistake in my own business.
Thursday, September 26, 2013
Added Jan 6, 2010,