Using Feedback to Grow

November 26th, 2012

Communicating with anyone can feel like a guessing game at times; your mother may say she doesn’t need any help in the kitchen, for instance, but you know what she means is that she doesn’t want you in the kitchen getting in her way. When speaking with job seekers or clients about the service your company provides, it is important to be able to read between the lines and to identify what they actually mean so that you can maximize your use of that information to improve your company.

“You need an app.”

Interpretation: Yes, you may actually need an app. But be sure to ask several follow-up questions to interpret if customers would actually use an app in conjunction with your business, or if they are saying that because everyone seems to have an app, regardless of whether or not it is good or smart business.

“I like this.”

Interpretation: “I like this–but I don’t love this.” Ask customers why they like your service, but be sure to follow up by asking what kinds of changes would have to be made to ensure love and loyalty.

“I frequently use your service.”

Interpretation: “I’ve heard of you.” Use data analytics to determine if people really are using your company frequently–check online or service information to determine if your customers really are taking advantage of what you’re offering as often as they think. And if they aren’t, use similar data to figure out why and how to entice them to keep coming back.

“Your website should be more like __________.”

Interpretation: “I prefer ___________’s site to yours.” Don’t immediately jump to the conclusion that you should make changes to your website to more closely compare to your competitors. In fact, it is an even better idea to create your website in a way that there can be no comparison drawn between the two. Yours must be different enough to be noticeable, but interesting and user-friendly enough to hold customers’ attention and convert them to your brand.

 

Often, people do not say what they mean without putting it through a wringer, which changes context, meaning and intention. When you are interpreting your clients and job seekers comments, it is important to pay attention to subtext as well as what they are really intending. Contact the experts at Olympic Staffing today, to find you great employees that know how to interpret feedback and grow your business!

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