Roger Bauer recounts a less than satisfactory experience that occurred when he decided to respond to one of those "Tell us how we're doing" surveys.
Big Lesson: If you decide to get customer feedback, you'd better be prepared with a serious response or you'll be creating even harder feelings.
1 comment:
Michael, thank you for the link.
I don't believe the CEO of the company in question actually is the one responding so that's another lesson--if executives are going to promise a direct response, they better be sure they are the ones responding and not an assistant. That's misleading, and people can smell a rat rather quickly.
It's either that, or the CEO is completely out to lunch. In neither case is the outcome positive.
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