How Customer Feedback Makes Us Better

At Puget Systems, we have both formal and informal avenues by which we collect feedback from our customers. In terms of informal feedback, customers speak to sales and support staff on a daily basis and often share their experiences about our people and products. Feedback like this might be shared with the team or escalated to a manager if there’s an issue to which we need to react.

Improvement Through Feedback

For nearly three years now I’ve been calling our customers after they purchase a computer. I don’t work off a script and no two calls are the same.

I might call to check in to make sure your new computer arrived safely. I might call to see if you’re happy with your purchase after you’ve had a few weeks to run the new system through its paces. And I’ll be honest, sometimes I call customers to shoot the breeze. A few weeks ago, I called a man who was on his way up the mountain to plant his skis into fresh powder. I told him I lived in Utah, and we spent the next 10 minutes talking about our favorite ski resorts.

We appreciate your feedback.

We focus on feedback because we are in a relationship with every single on 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.

Speaking G(r)eek

I’ve seen it happen a hundred times. I’ll be having a great conversation with a customer about computer needs, what the computer is currently used for, and what it might be used for in the future – but as soon as I ask something like “What type of wireless network compatibility do you need this laptop to support?”, everything screeches to a halt. I might as well be speaking Greek.