Feedback is often from negative experiences as opposed to providing well deserved praise of others. I was reading an article earlier how Comcast no longer has the lowest customer service ranking. This article was timely for two reasons.
One was last year we switched to Comcast for our business. Overall their technicians were prompt and gave us realistic expectations on what to expect and how long everything would take. After everything was setup I got an email for a survey and I, like most people, usually ignore them. As their team did a good job and explained other items we needed to take care of sure as call forwarding between our incoming lines and how to do so through the web interface I felt that I would comment on how courteous they were.
Less than a week later I got an email from a manager saying how pleased he was to hear back from us and that I gave his team well deserved praise. The truth is that most people only remember the worst of any service they receive. That doesn’t mean that when we get bad service we shouldn’t comment on it but all too often we don’t let people know when someone goes above and beyond to do a great job.
Well Deserved Praise
The second reason this article resonated with me was that in the past week we received 2 calls from customers praising our cleaners. They were pleased with the overall service during a specific cleaning and how they got all of their specific items cleaned perfectly. For us it is always great to hear from a customer either good or bad. The bad so we can better learn our customers’ expectations and items they would like more attention on. The good because we like to know when our team does a great job and so we give them the accolades they deserve.
The toughest part in a service job is to be able to know when we are doing a good job or poor one. We at Crisis Cleaners always strive to a great job everytime but every customer has different expectations so we do our best to continuously improve. We keep detailed notes for each customer to make sure our next trip to your house is better than the previous one. Thank you for all your feedback and thanks to Magaly and Rosa for going above and beyond in the past few weeks for Crisis Cleaners.
This article touches on some key points why feedback is critical for employees. Especially with a work force that is customer facing like ours. We don’t see the results from each and every job and rely on our customers to tell us how we are doing. All feedback helps us keep our cleaning crews on the same page.