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.
Michael, thank you for the link.
ReplyDeleteI 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.