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- By James Wisler
- Customer Service
- [otfliker]
You can’t expect to grow your business without receiving feedback. That’s why “We Value Feedback” is number fifteen on our Big 20. At Wisler, we’re all about growth, and not just in the size of our organization. We care about the development of our people and strive to get better at what we do every day.
Like any other organization, we are far from perfect. We have our failures. We may have blind spots: things we may not know, understand fully or are naive about as a company. Valuing feedback from both our customers and employees allows us to improve.
How We Serve Concerned Customers
Whenever we come across a concerned customer, we only have three goals in mind. We start by gaining an understanding, then work on a resolution and receive feedback.
1. Try to Understand the Concern
This first step requires active listening and reflection. The main question that comes to mind is, “Where did we drop the ball?” Maybe the situation was a result of miscommunication.
Or, it could be that we didn’t follow through on our level of expectation when it comes to serving our customers. No matter the reason, understanding the concern is the only way we can figure out how to resolve it.
2. Resolve the Concern
Resolving the customer’s concern is when we put action behind the understanding. We take accountability for what we did wrong in the situation, and take the steps necessary to satisfy the customer. Making our customers happy is our main priority.
3. Receive Feedback
This last step is probably the most important and requires humility. Of course, it’s not fun to listen to negative feedback. But, the ultimate goal here is to answer the question, “How do we keep this from happening again?” Receiving feedback with a growth mindset will allow you to grow and learn from your mistakes.
The good news is that you can also receive positive feedback. At Wisler, we celebrate both because they give insight into what we’re doing right, and what we could do better.
Employee Feedback
Employee feedback is just as valuable as customer feedback. We schedule 1-on-1 meetings with each employee every month. We discuss their feelings about accounting, their pay, and their work-life balance. We also encourage feedback to understand the employee experience from their perspective.
We strive to provide the best platform and place to work for our employees. Making the necessary changes to grow allows our team members to serve customers at the highest level. If you’re in need of plumbing or air conditioning services, call Wisler Plumbing & Air at (540) 483-9382.
