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 How To Write Effective Feedback
Posted Tue May 9, 2006, by PlanetFeedback's Mr. Helpful
Late last week, a letter appeared on PlanetFeedback entitled:The Woes Of The Wallet
This letter immediately made the 15 Minutes Of Fame and for good reason...it was fun to read and informative to boot.
Stacy's letter is a GREAT example of how to write effective feedback. To be sure, it's easier to write a compliment because you are already feeling good about the product/service and that feeling translates well as content in the letter.
Here are some basics to follow when writing feedback:
1. Be interesting
2. Be informative
3. Be coherent
4. Use basic rules of grammar and spelling
5. Get to the point
Now, it is understood that customers arent required to follow ANY of the above suggestions when writing or giving feedback to companies. If someone is really angry and slams his fist on the counter and even uses a few cuss words, that doesnt make their complaint any less valid. Still, it's a lot easier for companies to address concerns and issues when the customer follows those guidelines...if for no other reason than it's easier to understand just what is the nature of the problem.
In my previous history as a restaurant manager/owner, I dealt with every kind of complaint imaginable. Ive had people threaten to hit me (gee, hit MOI?), scream in my face, hit the wall, throw things at me...the list goes on. Ive also had folks be calm, reasonable, coherent and not ask for the sun, moon and sky as a resolution. In all but the very extreme cases I was able to find some sort of resolution; even with folks who started out as completely belligerent jerks. But I must say that I almost always gave those who were calm and coherent more than what they were looking for...if for no other reason than out of sheer gratitude for how they chose to handle the situation.
As a consumer, I cant remember the last time I didnt receive satisfaction when something was wrong with a product/service that I purchased. Ive never felt the need to go ballistic on a service rep or manager. Ive always thought that the way I handled myself during the complaint process had a lot to do with how that complaint was eventually handled.
As customers, we arent required to worry about how the business is going to handle our behavior. But it does help to think about how best to approach such matters. Just a thought...
For a similar perspective check out
Have A Gripe?.
Next week...how NOT to write a feedback letter.
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by rishelle brooks Posted Sat January 12, 2008 @ 11:06 AM
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Edna,
I'm tired of all the office politics here. I thing those who
participate in office politic are unethical. Do you agree? Explain and
Feedback
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by Venice Posted Fri May 12, 2006 @ 2:47 AM
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This should be required reading prior to becoming a member of PFB. I
thought this information was common knowledge until I first started
reading the letters and realized most people had no idea how to get
results.
I can pretty much imagine what next week's letter will say... ha!
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by Gerald R Posted Tue May 9, 2006 @ 9:52 PM
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Yep, when I was in management I too would, a lot of times, give more
than what they expected to a reasonable, cool, calm customer who
complained. I would always try and put myself in their position and
"see it through their eyes".
A screaming, fist pounding complaining customer, even if they had a
point, would usually only get the minimum from me. My thought was
"just get this ranting and raving fool out of my store".
Those reading letters are only human. They'll react better to those
who want reasonable action taken rather than those who rant and rave
demanding something like someone being fired.
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