Let them Swear: In Search of Negative Feedback
By Chris Drayer on the RealSatisfied blog
Submitted by: RE Technology
Guest contributor Chris Drayer of RealSatisfied says:
I want to hear from my most angry clients.
In fact I want them to yell, rant and swear at me. Just say it. Tell me what went wrong, tell me why you won't work with me again. Tell me where to go. If they are deeply emotionally charged – I want to have them tell it to my face. Perhaps I really deserved it.
The problem is that less than 10% of your upset clients will ever tell you directly.
Instead, your name and your brand get pummeled and you lose repeat business and referrals. How can I respond and mitigate damage if I don’t know?
Things that don’t get measured, don’t get changed.
Join Chris Drayer Thursday April 12th in the RETSO Lab at 11:30 for In Search of Negative Feedback
“Your most unhappy customers are your greatest source of learning.” – Bill Gates