One of my daily routines at the company is to look at feedback responses from our customers to see how we are doing from our customers’ perspective. This daily routine gives me a great look at where we are winning and where we need to make improvements. It also supports one of our core values to get better every day.
From time to time, I will personally call some of these customers for more detail on their experience with our company. I find the combined interaction between the feedback and the calls is invaluable in ensuring that we stay on course in providing exceptional value and service. No company is perfect. There have been times where I would look at a feedback response with disbelief that a customer could have had that experience with us, but I embrace them all, the good and the bad. I would rather hear the real experience, and make it better, than be in the dark.
Often, the best advice has come from our harshest critics. By enabling these conversations, and listening to our customers, we win on two fronts:
- That most times, a critic becomes our biggest promoter when they understand that we will do the right thing to help them and,
- We learn and make improvements for all customers.
In what ways do you listen to your own customers?
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Dear Sir:
I have been most disappointed with my experience in using BuildDirect for a tile purchase. There was some miscommunication at the very beginning of this fiasco. I am not placing blame nor am I accepting it. However, I did not receive an invoice for the materials until just days prior to its arrival.
The product shipped was not the correct material. I will give BuildDirect a great deal of credit for arranging the return of the material. Again, however, if I have been in need of any information regarding the shipment of the replacement tile, I am the one who has to initiate the conversation. I was promised tracking information, which I never received. I work part-time 300 miles from my home. I can’t always have someone available at the drop of a hat to be at my house.
My biggest gripe has been the lack of communication. Lots of promises, but no follow through. I will cease my griping for now and spend part of tomorrow figuring out where my tile might be that was shipped out on May 5.
Sincerely,
Bruce R Wiley, DMD
Greybull, WY
Hi Bruce
I apologize for the lack of communication here and appreciate your comments. I will have someone call you today to follow up and ensure that we do a better job in the future.