Here at Phone.com, we respond to both POSITIVE and NEGATIVE feedback. Yup, both are equally important. We want to thank customers for even taking the time to share their experiences with us, both the good and the bad, as feedback is a gift given to us to help us learn and grow into an even better company. Plus, there is strong power in recognizing the team for their hard work as it gives more motivation and inspiration to keep on serving others.
Our positive feedback we call Smiles. Why? Well, it makes us smile of course! We collect smiles here at Phone.com! We have an internal document that we keep all of the monthly Smiles for each representative on. We share all of this feedback in each employee newsletter so everyone can be aware of the greatness coming in from our customers. We are also working on incorporating this into a monthly incentive program. Read my post from earlier this week titled, What Keeps Your Employees Ticking, for more.
Our negative feedback we call Opportunities for Awesome (OforA for short). Why? Well, the fact that someone took the time to share about what they don’t like means another opportunity for us to improve and find ways to do more things people do like. With each OforA we receive, we handle them with care to keep track of the way their situation is affecting the customer experience as a whole. We make feature requests for our planning and development team to incorporate these ideas into action on our site. We are thankful for the unique opportunity to see our service through our customer’s eyes.
After responding to a customer’s Smile earlier this week, I received this feedback:
It’s nice to know that your feedback actually gets read by management! I’ve very glad for [your representative], that she would receive recognition for a job well done, as it is well deserved. And a job well done to you, as Phone.com has good management that recognizes both a job well done (as well as a job poorly done), you generally keep very good company culture…which is a snowball effect in the positive direction! Happy employees make for happy customers, and right back up to management!
I basically got a smile in return for sending a smile her way. So much smiling going on! I was blown away by this and it just secured the fact that we are on the right path with handling feedback.
So, if this short article inspires anything today, may it be a desire to respond to every bit of feedback that your customers send to you. Remember, they didn’t have to send it–but they took the time to do so.