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Feedback is a gift

13 October 2008 4 Comments

I like this article that I came across, if only because it was different from the normal sentiment that feedback = complaints. Too often, we forget that they can be compliments as well. This point is highlighted in the article.

Readworthy exerpts:

“Your frustrations feed a lot of families. In America alone, there are about 2.7 million call-center employees who are standing by ready to soothe you. That’s roughly the population of Kansas. But what if you’ve got joy in your heart? Good luck finding someone who cares. In essence, there’s a state full of people who exist to handle our complaints and, at best, a canoe full of people to handle our compliments. Why do companies make it so hard for us to say thank you?”

“Companies should pave the way to praise. If it works well enough, maybe someday we’ll see call centers that receive as many thank-yous as complaints. And that will make the population of Kansas a lot more satisfied with their jobs.”

It’s true. Many a time the praise that we ought to give never really reaches the one who delivered the service that warranted that gesture.
Why the focus only on irate customers then? A compliment to someone who delivered great service, who designed a wonderful product, who organized a smashing event could go a long way in adding to productivity levels in the long run.

I am thinking of Pixar’s Monster’s Inc and the accidental discovery in their plot – that laughter powers more energy than screams of fright. Perhaps Pixar has got more going in that concept than they realize.

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4 Comments »

  • DK said:

    I guess Singaporeans don’t have the habit of giving feedback. (Both good and bad)

    Hope this will change soon. :)

    # 4 November 2008 at 3:33 am
  • Dorothy (author) said:

    Hi Dk!

    Thanks for dropping by!
    I think giving feedback’s definitely a habit to be cultivated. Perhaps most people are still more likely to “complain” about things that don’t work though, regardless of geography. This should change as people become more vocal in general. :)

    # 4 November 2008 at 8:06 am
  • oldskoolmark said:

    Hi Dorothy,

    Given the xmas season coming, it is heartening to know that feedback can still come in compliments. Great way to start the day by reading this post!

    Mark

    # 12 November 2008 at 9:03 am
  • Dorothy (author) said:

    Hi Mark,

    Thanks for your comments. I’m definitely keen to see feedback being viewed more positively, and not just negatively all the time! :)

    Cheers
    Dorothy

    # 12 November 2008 at 2:48 pm

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