And The Survey Says...

And The Survey Says... Whenever I am asked for feedback from a hotel or restaurant, I fill it out right away and eagerly relay my experience to them. It is important for people in business to understand and appreciate the significance of customer feedback. At first, I was hesitant to consider asking our customers for feedback. After all, why would I deliberately ask someone to take their best shot at me? (I bruise easily.) There are two common mistakes companies make when asking customers for feedback. Surveys are often ignored because they are either too lengthy or worded in such a way that doesn’t allow you to honestly express your opinions. For example, I received a survey from an organization that I belong to. I had been frustrated about some things and was ready to spell it out to them in a forceful, yet polite way. To my disappointment, the survey was limited to multiple choice questions which failed to address any of the “elephant in the living room” problems that were plaguing the organization. Ugh! We have discovered a better way. Once a year, we send a survey to our customers via email and ask only one question:“On a scale from 1-10, how likely are you to recommend our company to someone else?” And then we ask them to explain their answer. It’s that simple! The first time we did this, it was like asking your mother-in-law if she sees anything in you that she would like to change. (Note: My mother-in-law did not receive a copy of the survey.) The customers who gave us a rating of 8 or above were the customers that were most likely to refer us to others whenever possible. The ones who gave us a score of 1-5 were most likely to switch to another company in the near future. We called the customers who gave us a low score and asked them to explain their reasons for doing so. After allowing them to tell us the whole story, we authorized the person making the calls to do whatever they felt was necessary to correct the situation right away. We then called the customers who gave us a high score. After thanking them, we asked for permission to use their comments on our web site and other advertising pieces: http://www.reliablepropane.com/Testimonialpage. I haven’t completely overcome my fear of customer feedback yet, but I now realize the vital role it plays in the health of any organization that wants to serve its customers in meaningful ways.

60 Minutes

"One hour of uninterrupted time is worth three hours
of time that is constantly interrupted."
-Steve Chandler

60 Minutes I was challenged recently to close my office door, eliminate all distractions and concentrate on a particular project for one hour. It just didn't make sense to me, because I was already overwhelmed with one thing after another and didn't want to waste any more precious time. Because I was desperate, I decided to try it. The first twenty minutes were the worst. I scanned my desk which was covered with unfinished tasks; people to call, memos to be forwarded, etc. I had to force myself to keep my eyes off the activity on the security monitors as well as resist the relenting desire to check e-mail. Eventually, I was able to settle down, concentrate on the project and complete it. The hour of uninterrupted time was well worth the effort. When I opened my office door and headed for the reception area, I felt as though I had already done a day's work. I had a genuine sense of accomplishment plus a renewed sense of energy. Do you find yourself working hard from morning until night but at the end of the day asking, "What have I really accomplished today?" Schedule an hour. Apply slow, steady, concentrated effort to your project and keep that appointment (with yourself) like you would with your doctor. You will discover that you will be able to look at the big picture and create solutions to big picture projects.