Are you ‘coaching’ your teams or just hurting their feelings?
Our reviewers are very careful to ensure our Silent
Customers deliver feedback as kindly as possible. Subjective feedback is very
important as it helps us learn about how customers experience their environment
BUT we still make sure it is delivered as objectively as possible. Sound paradoxical?
Well, for example, if I don’t like an interior, I could say;
‘The décor was cheap
Or, I could say;
‘I found the décor to
be dated because of the deep yellow wall colour and because the carpet didn’t match. I might suggest that a change of
wall paint, to a more contemporary colour, that complemented the colours in the carpet
could help to modernise the overall look’.
Long winded? Maybe, but which would you be more likely to
swallow, in terms of feedback?
The problem with feedback is that there are many ways in which
to deliver it but rarely does the person receiving it accept it gladly. Why? Because
most of us have never learnt how to give feedback kindly and we fear receiving it
for the same reason.
When you are ‘coaching’ your team ask yourself: Are you giving
them feedback in the first person? Are you being specific and objective or are
you just simply hurting their feelings? The
latter will not help your business – if you want to learn about our SHARP
feedback approach. Ask about our workshops.