Positive feedback reviews.
Thanking people for their job well done.
Sending a thank you email complimenting something someone did for you.
A tip for good service.
They’re all the same, but are you known for doing these sorts of things? Or is it a one-way street? Do you come to expect these things without acknowledging the great and helpful things people do for you?
I’ve started doing things a little differently these days…
A HABIT I’M STARTING TO KEEP…
Whenever I receive excellent customer service, I always ask the person serving me (or their boss) whether it would be possible to send an email to their boss or to corporate HQ thanking them for their contribution.
If I’m in a physical location, I go right on up to the boss in these instances and it acts as immediate positive feedback for the employee in question. You see a smile break out on their face so widely…it’s really a fulfilling experience.
If I’m on the phone with someone from the credit card company or from one of the banks I deal with, or at the gym, or with one of the organizations I deal with (like the bookstore’s online division) and I am the recipient of great service, the first thing I want to know is whether it’s at all possible to submit feedback via email. I know these sorts of things are stellar for employees’ file and reflect positively during employee performance reviews.
SO WHICH METHOD IS BEST?
I do possess something of a, um…”style” when I write glowing reviews, but I’m always conscious how I need to dial it down a couple of degrees so it doesn’t come off sounding like overglorified praise or wholly disingenuous. If you’ve never read one of those from me, they’re basically short comedy sketches, which might not be entirely appropriate for all industry sectors, to be sure.
Now, I’ll readily admit when I write those, I’m totally into it and totally riveted to the task. For as long as it takes me to compose that message, I’m totally locked into the message, so there’s no question as to my sincerity.
If I’m going a little overboard with my praise, then I’ll always balance it out by the end with a little sobering series of serious sentences which reminds people I’m indeed here on this planet and not floating off somewhere in the black-spaced cosmos.
If you’re in search of an ironclad rule, here’s your flowchart:
** remind your reader what the nature of the sales call or service interaction was
** mention the name of the person you dealt with and supply up to three reasons, bulleted or asterisked out as follows:
** Reason 1
** Reason 2
** Reason 3.
…as to why you thought the person under the microscope was so great, but keep it professional. Very professional. Humor isn’t for this stage yet.
** humor is totally fine if used in moderation and shows a bit of your character, but be sure to sprinkle in the humor more as a condiment than the main meal. The idea here is you don’t want people thinking you’re a clown and focussing in on your gags as opposed to the content of your otherwise praiseworthy note. Someone who warms up the crowd with a joke is awesome. Someone who can’t stop cracking jokes is a bit of a fool.
** next, reassure your reader you’ll be patronizing their service(s), their organization, or their business once again, and the reason(s) why.
** close with a polite salutation and thank you.
** sign your name.
** perhaps provide a place where they can reach you again if they want to do a follow up (trust me, it happens sometime).
Simple as that.
Small emotional payouts may seem like nary a trifle in the grand scheme of things, but they go a long way in paying it forward for the *next* group of people following in your wake.
It causes the people who service thousands of callers per day to be in a much better frame of mind, more apt to be agreeable in the future when another similar situation presents itself or when someone else makes a similar ask. Plus, it reassures those manning the phones that the work they do is important — and how vital it is! — that not everyone out there expects the moon and the stars from them and snaps to a boorish behavior when something doesn’t work out their way. That there are more balanced people out there who understand it’s a two-way street, than not.
Not every person who’s experiencing some trouble is ready to fly off the handle at the first incidence of some negative information or if something doesn’t necessarily work out the way they’ve planned.
That’s what all of this positive feedback engenders.
USUALLY THE FIRST THING I’LL ASK FOR…
I’m usually super quick to jump all over this one. As soon as I’m done the interaction, I immediately snap to the discussion about feedback.
Direct and immediate is best. if I can do it in the shop while I’m there, all the moreso, as you’ll see in the example below.
In fact, if I can’t do it in practically all the places where I shop, buy, or do business, I consider the meeting as if I hadn’t done the job well. Now I’ve incorporated it into my routine and it’s part and parcel of the overall sales experience and interaction. The conclusion to a satisfying purchase.
Lest you think these things aren’t being read by decisionmakers, rest assured they are.
Here’s an example of one that was pretty straight forward this morning…
…and it’s as simple as that.
Try it the next time you’re out. This kind of positive karma has a way of making it back to you, if you permit it.
You might even question the practice as something everyone can do. But the truth of the matter is that few people do this, and when you do, you stand out markedly from the crowd.
And standing out is what makes things (and you, in turn) memorable…