Have you ever paid attention to the bottom of your receipts? See those little surveys? They seem to pop up everywhere, don't they? You're asked to take surveys on the phone, online, and everywhere in between. If you're like the majority of the general public, you don't even bother with the incessant questioning. You don't want to give out personal information or you don't want to take the time. You don't want to deal with anything or anyone after you buy the product or use the service...you just want it to work. Believe me, this makes sense.
But let's take a moment to look at it in a new light.....
In a world of constant criticism, have you ever thought, "Ugh, I wish the manager would just...." or "Remember when they used to....."? Maybe it's the opposite and you've thought about how great a business is after its changed hands or how much they please you every time that you go in there. Have you ever taken the time to let someone in charge know these complaints? Do you limit them to just harping to your friends? Have you let someone know how great they're doing?
There are a multitude of reasons why it's important to attempt to review and do surveys....
It lets the corporate offices know what's going on. Especially in large chains, things have a way of slipping through the cracks. Corporate doesn't always know what's going on in its individual franchises and, unless you let them know whether they're doing a good job or not, they can't change things. Believe me, those little surveys let the main offices know what's going on and they do change things accordingly.
If you don't use your voice to give feedback, you shouldn't use it to complain when things don't change. Yeah you...the person who complains about every detail.... have you ever taken the time to let someone know what's going on? If you don't use your voice to give feedback on how things, the company doesn't know what's going on and can't change it.
Great service deserves to be recognized. One of my pet peeves is hearing people say that they shouldn't praise a waiter/waitress because "it's their job." Of course it's their job to give great service but that doesn't mean that they don't deserve praise. Honestly, I believe that encouragement is important to everyone. Jobs in the customer service industry, of any kind, can be a very thankless job. Any review that might give someone a pat on the back for doing a great job is well worth my time.
You can change things. I know it doesn't seem that way. I know it seems like one person, one voice makes no difference. The truth is that you might be the voice that changes the mind of the top guys. You might be the voice that brings new services to a venue. You might be the person who makes them look at things differently.
I literally review EVERYTHING I have a chance to review. I make sure that great service gets some sort of recognition where possible. I make certain that I note names where I can and I give very clear reviews of how things were handled. I believe in the power of surveys and reviewing the services you receive. That pat on the back might mean a bigger bonus for an employee for five minutes of your time.
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