One of the areas of Puget Systems that I oversee is the collection and dissemination of feedback from customers. You may have experienced our dedication to this process — a critical component in delivering the Puget Systems experience.
We focus on feedback because we recognize the nature of the relationship we have with every single one of our customers. Like any good relationship, it requires both talking and listening. Can you think of a healthy relationship where one person does all the talking? Too many times, companies invest huge amounts of resources on messaging — manipulating, adding nuance or changes — when it could come more naturally when you introduce listening into the organization.
The feedback process is our way to ensure we are listening to customers.
There are some challenges that come along with collecting feedback. Let me identify a couple we encountered and share with you what we do to overcome these challenges.
There is so much more to share, but this post has gone on without structure long enough. It is a borderline ramble. Let me leave you with two thoughts. First, always err on the side of the customer. Second, genuinely care and make sure your actions communicate the same. With those two points, it's hard to go wrong.
Enjoy the journey,