Dragons’ Den and the Value of Feedback
Dianne Buckner is the host of Dragons’ Den. In ‘The worst idea ever’ in the Den, Dianne shares her point of view on the value of feedback. The Dragons deliver some pretty blunt feedback, so naturally I was intrigued.
In my opinion, any type of feedback is a gift. If someone is taking time to think about me, and share their perspective, I appreciate it.
This is a great way to look at the value of feedback, especially when it’s negative. Take your ego out of it. Remember that the person giving you feedback is trying to help, not hurt. It’s worse not to get any feedback: learning that you did something poorly may sting, but repeating the same mistake over and over again is much more painful.
I saw some research years ago, done by an airline. They had discovered that customers who complain are potentially the most LOYAL customers. Their complaint showed they wanted to fix the relationship, and continue it.
You have a great opportunity to engage when someones complains about your product or service. Address their concerns, be friendly, and try and fix their problem. You can’t make everyone happy and you can’t change your product every time someone complains, but you can learn a great deal about how people are using it.
Remember, in these modern days of blogs and Twitter, every individual has the ability to influence how people view your brand. Fix their problem and maybe they’ll write about how great your customer service is. Treat them rudely or ignore them and maybe they’ll tear you to shreds.
