Praise Be!

Does any of this sound familiar to you? The time in the restaurant when the service was poor or the food was cold.  Or, how about queuing for an age in the supermarket only to be greeted by a sour faced checkout assistant.  On those occasions perhaps you’ve moaned to whoever was with you, even sometimes directly to the Supervisor, at other times maybe to the ‘Customer Care’ Desk or Centre.

If you’re a regular reader then you absolutely know we have!

The thing is though; do you balance it with giving good feedback? We do!

I’ve worked in a number of organisations where one of the on-going “problems” has been getting positive feedback in the first place and then what to do with it once you get it.

Social media has certainly made it easier for any business to shout about how good they are and ‘blow their own trumpet’.  If you’re really lucky then the person giving the feedback appears right in your ‘feed’ and you don’t actually need to do anything other than re-tweet or copy & paste.  However, social media has also made it much simpler for customers to vent their displeasure, too.

We’ve probably all seen the sign in the shop that says “If you’re happy tell your friends, if you’re not, tell us”.  And then there is the statistic that for every bad experience one person has they tend to tell around ten to twelve others about it.

I read a great ‘good news story’ recently where a couple in America gave a waiter a $100 tip on a $66 meal.  The waiter was hosting 12 tables as well as serving at the bar.  Yes, the service was slow but he delivered with good grace, an apology and a smile.  What more can you ask for?  The couple wrote a message on the receipt they left with their tip which read “we’ve been that waiter”.  They then took a photograph of the receipt – with the message – showing the tip, posted it on social media and it went viral.

When we’ve had a good experience or received excellent customer care we always tell the people at the time and then where possible post a review on-line.  It’s one of life’s ‘win-win’ situations. We feel good in giving the feedback, the person on the receiving end is  happy to be recognised and potentially you have a part in helping another business ‘blow their own trumpet’.