ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

feedback to the future

Updated on November 8, 2012

The Shortest, Surest Path to Business Excellence

I often say criticism is the surest, shortest path to excellence. I always ask clients for feedback when delivering work, but I only realised on my weekend away that I seldom seek it afterwards via follow up. I now see that I'm doing my clients a disservice. I may even be thwarting income and growth. Here's why.

As a childless couple, our pets are very important to us.

So we spent our weekend in ‘doggie friendly’ accommodation.

The cottage was immaculate and thoroughly geared to make us all comfortable. Unfortunately, on the last night, one dog found a gap in the garden fence and headed for the hills. Recapture was arduous and the dog’s subsequent confinement inside defeated the garden’s purpose.

The cottage had no feedback form, so I resolved to ring the owner to prevent future guest distress. But when I got home, work backlog drove this thought from my mind. I’ll ring today (barring acts of God). Had there been a feedback form, or had the owner called to see if we’d enjoyed our stay, the fence would already be fixed.

Last month I gained a valuable new client via this blog. Her first project was a brochure, done just in time for an industry expo. Though I wished her well then, I only asked this morning if the brochure did what she’d expected. I’m yet to hear. If it was a dud, she’s had four weeks to complain to others. If it was a success, I could’ve earned another testimonial and we could be working on a second, larger project.

Feedback is scary: it could be bad. We may have to refund money or fix something. But by avoiding the bad, we miss the good. And let the bad get worse.

Consider my plumber. The first $700 of work he did was so good, I commissioned another $1300. Instead of doing it himself, however, he sent his barely formed underling. Lacking the tools and training to bend metal, this calloused youth bludgeoned it instead. His handiwork has since admitted rain, leaves and a possum that disturbs us every night.

If my plumber rang for feedback, I’d surely vent and demand recompense. However, if he apologised, fixed the problem and promised to do subsequent work himself, I’d happily accept. This is because (A) I have lots of plumbing work left and (B) I’ve since discovered that with tradespeople, the devil you know is better. And if he did the same great work as initially, I’d pay cash on the spot and praise him here.

I also often say fortune favours the brave. So I’m bravely going to follow up clients to see if my ‘fighting words’ are doing just that. I sense that in going back, I may ensure my future.

What do YOU think?

    0 of 8192 characters used
    Post Comment

    No comments yet.

    working

    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, hubpages.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: https://hubpages.com/privacy-policy#gdpr

    Show Details
    Necessary
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
    Features
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Marketing
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Statistics
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)