by Stuart Crawford
Wow, was all I had to say after reading some feedback from the Atlanta MSPU boot camp. I was shocked to say the least. I won’t get into the finer details, but if you want to find out what the feedback was, give me a call at 416.827.5339. I would be happy to share with you.
The light bulb went off when I read the feedback from this one attendee. It took me a while to remember who this person was but when I did, the comments and the behaviour all came together.
The power of feedback, either positive or negative, can change our direction and open our eyes to what people really think or care about. Of course, when critiquing your own feedback, you must always take away the extremely negative ones and the overly positive ones.
Focus on what the core of the sample provides.
Feedback or the solicitation of feedback scares the hell out of me. I like to think that I am doing a great job providing services to the IT community around the world, but that is only my thoughts. I also need to get samples from those I work with.
Are you getting feedback from your clients?
If not and you are scared to, then you have a bigger challenge. Feedback helps you to improve, even if you are scared to death of it like me. But, it must be done.
So, how do you get feedback?
- Open a SurveyMonkey.com account. You can get the free service that will do almost everything you need to get feedback from your clients. You can use your PSA like ConnectWise or Autotask if you wish.
- Design a short survey. I would say 4 to 5 questions max, and use a scale of 1 to 4 when asking for feedback.
- On a scale of one to four, rate our overall performance in taking care of your IT support needs.
- On a scale of one to four, rate your experience with our help desk.
- On a scale of one to four, rate how our company is to do business with.
- Here is the biggie. If we were to change one thing that would make our service better, what should that be?
- Would you refer us to your closest friends?
Getting feedback from all of your clients, not just your points of contact, but everyone your business deals with, will help you take your company to new levels and help you understand what is really happening.
If you need help determining how to best execute a strategy for seeking client feedback, give me a call.
Stuart Crawford, president and chief marketing officers, Ulistic Inc. After a 9 year military career which saw Stuart rapidly accelerate through the ranks finishing as a Master Corporal in the Canadian Signal Corp Stuart went to work putting into practice the leadership and character traits he learned through his time with the Canadian Forces. He is a member of Editorial Advisory Board of ITBusiness.ca