Companies need to encourage and catalyze positive feedback from customers or clients.
Rationale
Authentic positive feedback
encourages and reinforces outstanding performance, increases employee
engagement and bolsters a sense of purpose. This effect is more
pronounced when it comes from an outside source. It's possible that there's no more effective mechanism for improving performance.
Soliciting
positive feedback has other significant benefits. It:
- helps direct customer attention and awareness towards the positives they encounter
- makes owners and management aware of exceptional performance that might otherwise go unnoticed.
- demonstrates to customers or clients that the company cares about its employees
- expresses positive expectations to both employees and patrons
- creates an objective basis for rewarding employees
For these reasons, companies need to solicit positive feedback in highly visible ways.
The Challenge
Despite the fact that most of us regularly encounter exceptional service, how often do you hear of someone receiving positive feedback from a client or customer? The problem is that, without prompting, many don't think it's important enough or that doing so would be too much bother.
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