The importance of feedback
We’re going to take a shift in gears today and look at an issue that affects not only our industry but businesses and the public alike. The ever-changing digital landscape has spawned a new age of critics, as the public can now express their opinion to a global audience with little more than a click. The collateral damage for companies in the firing line can be hugely detrimental, though perhaps the biggest causality is our egos. In this industry we work closely with the client, navigating the hurdles that arise as we try to bring their vision to life. Our team knows that when a brief hits their screen egos take a back seat, and we think there’s something to this philosophy that can be adapted to all business models.
Feedback comes in many forms: an online review, revisions from a client, criticism from your boss, a suggestion from a colleague and more. Whatever form it takes on, you’ve got to be subjective. After all, not all feedback is gospel. However, by taking a proactive approach to all feedback, you can also learn to use it to your advantage. One of the biggest mistakes businesses make is to perceive feedback as solely negative when, in reality, it’s an opportunity for growth.
Without a proactive approach to feedback, our industry would not progress. Innovation as we know it would come to a complete standstill and, to be frank, the negative feedback would only continue to flow. So, upon receiving bad feedback, give yourself a moment to process the information, to separate yourself from the personal attachment and to identify which comments, if any, have merit. Remember, good or bad, feedback means people are talking. Don’t like what they’re saying? Change the conversation.
Isolate avenues for rectifying the customer or client’s concerns. Is there an opportunity to extend an olive branch? What measures can be made to prevent this particular issue from arising in the future? ETAs missed? Schedule better. Packaging poor? Change providers. Communication shaky? Tighten procedures.
How to best salvage the relationship in question weighs largely on your industry and the services you provide. However, two simple strategies that can be adopted across the board are accountability and honesty. Take responsibility when you’re accountable for what the feedback suggests and be honest about a) how you plan to rectify it and b) how you’re going see to it that it doesn’t happen again. These two things are the foundation of any healthy client/customer relationship.
We pride ourselves on our proactive approach to feedback as we work in an office fuelled by collaboration. If you want to find more about how we’ve worked hard to refine our approaches to foster the most prosperous collaboration with our team and clients – let’s chat. Call 1300 847 908 now to start collaborating on your dream website as soon as today.