 OUR TAKE -
Interesting Little Dance
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 | Accelerate Call Center Performance
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| Lasting Impressions:
The older I grow, the more I distrust the familiar doctrine that age brings wisdom.
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H. L. Mencken
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I started this discussion thread with a suggestion that hotels might be better served by dropping the standard "how was your stay" question with something more inquisitive and actionable. My suggestion was "Is there anything we could have done to make your stay more memorable?"
The discussion has evolved over the last week (see stale input, simple measures, do we really want to hear, not so simple, and little impact). The bottom line is this interesting little dance between the customer and the provider of product/service.
The dance, albeit awkward at times, goes something like this: The customer wonders if the provider is genuine in their desire to hear feedback and if anything will be done with the feedback. The provider wonders if the customer's feedback is genuine or simple fabricated in order to qualify for an incentive reward or to politely dispense the provider. In short, the mutual dance is each partner wonders if the other is truly engaged . . . if they truly care.
The first step in establishing a genuine spirit rests on the provider. What can you do to create that genuine spirit in order to get genuine customer feedback? That's my take. What's your take?
Gary Lemke, Publisher
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