By Lisa D. Jenkins
How do you invite customer feedback on the products or service you offer?
Whether itÂs through an online form, a digital survey or a personal conversation, the way you frame the request for feedback can affect the way your customer answers you Â and the quality of the feedback you receive.
A story about food Â and feedback.
ItÂs no secret IÂm a foodie. IÂm always on the lookout for new experiences with food and drink, so when I noticed a relatively new restaurant had opened up near my neighborhood, I was all in. IÂve been there several times to try out different brunch and lunch items.
The unique menu isnÂt overly large because the owner/chef makes it a point to prepare everything from local sources. The ketchup is made in-house, the coffee is roasted just four doors down from restaurant and the staff is genuinely interested in whether or not weÂve enjoyed our meal.
The servers are attentive but not in a hovering way. They take our order, serve our meals, then disappear for a couple of minutes. IÂm not sure how they time it but they return after everyone has had at least two bites of their meal to ask, ÂIs everything delicious?Â
Not ÂIs everything tasting okay?Â or ÂHow is everything?Â or ÂIs there anything else I can bring you?Â
They ask if everything is delicious.
And they wait for an honest reply from everyone.
If something isnÂt delicious, polite but pointed questions are asked so the server can get to the heart of the issue as quickly as possible. What kept this dish from being perfect? Was it temperature, spice, or texture? Too savory or too sweet? What isnÂt working?
Over the past months IÂve seen a couple of item descriptions change ever so slightly. IÂve also seen a few items disappear.
Because IÂm friendly with the staff, I know this is due to customer feedback. If an item isnÂt received as delicious 90% of the time, itÂs adjusted according to the feedback servers get or itÂs removed entirely. As a customer, I feel incredibly valued.
In this way, the restaurant has been able to stay true to its mission and vision while providing a better experience for the diners who ultimately keep the doors open.
ItÂs simple and brilliant.
Which brings me to the point.
When you ask for feedback, do want customers to help you be good at serving your market, or to be the best at serving your market?