Have you been getting too many positive reviews? Well, this should worry you. I will take a step further and say this is more dangerous than getting negative reviews. Why is that? Because too many positive feedback casts a shadow on the feedback collection process. Even Tesla, one of the most customer-centric companies, has NPS of 92. This means that despite providing top-class products and customer service, there are some things that the customers are unhappy about and that there is scope for improvement. In this blog, we will talk about what might be the reason behind getting too many positive feedbacks and what should be done in such a case.
The positives make the employees feel more confident; they help them by staying optimistic in the face of adversity. They will help the employees and the organization know what they are doing right and what is working well for them.
On the other hand, negative reviews are discouraging and demotivating. But, the negatives certainly tell you where the resources have to be ventured and what exactly is going wrong. What is vital to understand is these feedbacks are not to crush your employees’ confidence.
So, now you are getting a lot of positive reviews. But are you confident about your feedback collection process, or are you in a bubble of biased customer experience reviews?
First, let us understand why such a situation arises in the first place.
How did you react to the last negative feedback? Have you gone storming out to the employees and questioned them about the feedback? This might not be an encouraging sign for the employees to share negative feedback thereafter. They would rather collect the feedback from the customers who are just happy or satisfied.
What have you done about the feedback collected thus far? Are your feedback collected thus far just another pile of documents or are they being discussed at the daily and weekly meetings and actions are being taken on them. It is important that the employees are aware what is being done about the feedback being collected.
Did you train your employees? In the best of the firms, managers allocate 60% to 70% of their time in quality individual coaching. It is possible that your employee wasn’t trained to deal with such instances, leading to a massive gap in clarity.
People are taking to social media to complain about the companies and services that they are not happy about. And if the management is kept in the dark about negative feedback, and they become aware of the problem when it becomes a sensation, then it is a bad publicity for the company. In such a case, there is hardly anything that the management can do about the problem.
So, what needs to be done to ensure that employees don’t hide feedback from you?
Empower your employees
Found in almost every company, the frontline managers are the ones who are responsible for your company’s image. They are your shop floor supervisors, leaders of R&D team, sales team head, or managers in call centers and restaurants and so on. According to Harvard Business Review, they make up 50%-60% of a company’s management ranks and directly supervise 80% of the workforce. Big numbers eh? They deserve your attention, don’t they?
In a nutshell, they oversee your work execution that lets you focus on the latest developments and scoot ahead.
You’ve vested your faith upon your employees, you saw something in them while you hired them, right?
- Then empower employees to handle issues on their own, train them enough to handle issues in their power. Fred Hasan says to make them passionate drivers- let them question the traditional way of doing things. Let them dig into tough problems, you stick with them through it and grow an appetite to innovate.
- It is tedious running around for approvals and permissions. So while you’re empowering them, ensure that they’ve sufficient autonomy to make a call for action.
Act on the feedback
Ensure that the feedback is and will be used to improve the company. Criticisms are in fact highly driving. You must focus on talking about it and working towards resolving them. In that way, you’re holding them accountable while leading from the back and not being a hard taskmaster.
You could set up clear and specific actions to be taken when a feedback falls on the table by:
- Holding the right person accountable.
- Connecting the dots – deciding on what possible actions could be taken to eliminate the issue completely.
- Solving the disease and not the symptoms. It is off everyone’s head in the long run.
- Ensuring that no similar situations pop out by creating an escalation path.
Well, now that your bubble is pricked as you’ve tapped into the latent power: the front-line managers, it would lead to a huge impact on the growth of your business. You’re channelizing your efforts towards enhancing customer experience.