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Posted by Mark Silver, Portland, Oregon | Jul 17, 2008

Subscribe to Community-wide general discussion How often do you ask for the bad stuff?

I'm curious- how often do you take time to ask your clients and customers: "What do you hate about my/our business/service/product? What's broken, not working, or pissing you off?"

And, when you don't ask but you get feedback anyway, how do you react? What do you do with feedback like that?

This came up because an article I recently posted had rather low ratings compared to previous articles, and I was curious- so I asked. And, it turns out that some people were rating it very high, and some people were rating it very low, and I got some very interesting feedback from people.

So, I'm wondering how you all handle it?

26 Bizniks have posted replies

26 posts |12
  • Mark Silver
    Posted by Mark Silver, Portland, Oregon | Jul 24, 2008

    Rebecca- that's a great question to ask- I can see how it would really open things up.

    Jen- I know... eval forms are iffy, even when not asking real estate agents. :) We've had so-so results with them ourselves. Sometimes useful, though.

    Avonelle- That sucks! Hopefully, you'll get yourself invited next time. I love being in on those kinds of discussions.

    What company was it... I can't remember- oh, I think it was Smith and Hawken, who has a "Go For Broke" every year- where every employee is invited/expected to participate in documenting everything they think is wrong/broken/not working in the company. These generate thousands of ideas, and help the company improve tremendously.

    I take heart from Jim Collins' example as well, in Good to Great, about being willing to look at the bad stuff.

    Hsuan-Hua- well, I trust you are on your path with all of this. It is a different way, and because it's different, I've noticed over the years that it generates radically different feedback- feedback that I hadn't seen before- and has helped us improve our company tremendously.

    Even to the point where I can call it "our company" instead of "my practice." ;-)

26 posts |12

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