I Don’t Want to Hear It!

Elevate Your Game: How Feedback Fuels Top Performers

I'm not sure what you will think of me after reading this blog post. 😜

A Bumpy Flight

I just arrived home from two speaking engagements. During my last leg home, the flight attendant did some things that left me feeling annoyed and shocked. For those that don’t know me, I’m not easily offended. It takes a lot to annoy me. I like to give people the benefit of the doubt. But, seriously.

First: He talked seemingly nonstop from the moment I entered the plane to the moment boarding was finally finished, giving the same instructions over and over and over again, while reprimanding passengers for not moving quickly enough more times than I could count.

Second: While in flight, he reminded us no less than 10 times to not get up if the seat belt sign was illuminated. I guess someone behind me had to go to the bathroom because he then got on the mic again, singling out the passenger (it was cringe-worthy). I felt sorry for whoever it was that dared go to the bathroom.

Third: He gave a 3 minute speech on using the front lavatory as if we were kindergartners and actually told us to remember to close the door when we are done...and if we don't, he will embarrass us and ask us to come back to close it.

At this point, I was already frustrated and actually felt sorry for this airline, as his behavior was opposite of their core values. When we landed, he began talking again.

Fourth: As we began exiting, he had a list of things that he wanted us to know...one of which was to bring our trash to the front (normal request) and not to "use the back of the seat pocket as our personal trash cans" again, speaking to the passengers as if we were kindergartners.

This was NOT a typical experience for me with this airline, so I knew the flight attendant was either tired, at the end of his rope, or maybe had no self-awareness on how he was coming across.

As a business owner, I appreciate feedback because I do things sometimes (maybe a lot) that minimize me as a person or affect my brand and how I'm seen in the marketplace. I know that feedback is not for the faint of heart...definitely not easy to hear...but it's better than losing hard earned business or not retaining customers that once loved you or your brand.

Taking Initiative

So...I did a thing.

As I exited, I asked him if he was open to feedback.

He said yes.

I gently shared one person's opinion of how these things come across as condescending and are opposite to the core values that I know he was hoping to convey.

He thanked me for the feedback and told me that he didn't mean for things to come across that way.

My precious husband has already let me know that "not everyone wants to be coached". 🤣

What would you have done?
Would you have said something?
Would you have made a rant on social media?
Would you have filled out a survey?
Would you have done nothing?

When I got home, I shared this same story above on LinkedIn to see what others thought of my actions.  Some wanted to make sure I knew that flight attendants have a tough job. I absolutely know this and am very appreciative of the job they must do…this was never in question.

Most people shared that they probably wouldn’t have done it.

BUT, most agreed that the comments shared with professional courtesy and care would likely make the flight attendant better at his job.

This has had me thinking…so much so that I got up early to write this blog.

Challenges in Seeking Feedback

Why is it so hard for us to ask for feedback?

Why is it so hard for us to HEAR feedback?

A dear friend of mine told me very early on in my entrepreneurial life, that “Feedback is the breakfast of Champions”.

I believe it.

How are we supposed to get better at things if no one gives us true, well-thought-out, well-timed feedback? 

The Value of Feedback

Feedback is important, that’s why One article suggests that the survey industry alone is a $119 billion (with a B) industry. The business world, in general, also KNOWS that feedback is important, but it’s hard for that to trickle down to those of us who are trying to grow our small business in our local community.

We have better things to do than to ask our customers what they think.

We don’t really care what others think.

We don’t have time to even figure out HOW to get feedback.

We are doing just fine, and no one is complaining.

 Each of these thoughts above has been an excuse for ME not to ASK for feedback.

Yes. ASK.

As business owners, most people are not going to do what I did…walk up to you and give you unsolicited feedback.

But, there are a lot of opinions and comments that, if heard, could catapult our business to the next level.

Embracing Feedback Methods

With that in mind, here are some ideas on how to get feedback, both personally and professionally.

I know you don’t want to hear it. It’s hard.

 But it's the compass that business owners use to guide decision making, enhance leadership skills, and shape the future of your business. We all want a future business, don’t we?

Start with feedback!

Here are 10 ways to gather insightful feedback for both you and your business.

 1. Customer Surveys

Surveys are a traditional yet effective method. Use online tools to create concise, targeted surveys. Pro tip: Offer incentives to increase participation rates. We often give away Starbucks gift cards or Visa gift cards as incentives.

 2. Social Media Engagement

Social media platforms are a goldmine for real-time feedback. Monitor comments, direct messages, and shares. Engaging in these conversations can provide a wealth of insights.

 3. Focus Groups

Gather a group of customers to discuss your products or services. These sessions can unveil deeper insights than what surface-level surveys can capture. If you have the means to hire an outside party to run the focus group, you will likely get more candid comments.

 4. Online Reviews and Ratings

Keep an eye on platforms like Yelp, Google My Business, and industry-specific review sites. Responding to reviews, both positive and negative, shows that you value customer feedback. I know it’s tempting to be offended when someone has something negative to say in person or online but read/listen and take a step back before responding harshly. Calm and collected responses say professional. Anger and passive aggressive responses say immature. Pro tip: If you don’t know how to respond online, use ChatGPT to help you formulate an appropriate response.

 5. Employee Feedback

Your team interacts with various aspects of your business daily. Create a culture where employees feel comfortable sharing their observations and suggestions. If it feels too intimidating for employees to share, innovation and ideas (that might bring in additional revenue) are lost!

 6. Personal Networking

Leverage your network of fellow business owners and mentors. Sometimes, external perspectives can offer unbiased and invaluable advice. I recently had a new idea for a coaching offer. I spent hours thinking through it, praying about it and getting excited about it. Before I put it out to the world (for it to crash and burn), I ran it by some trusted advisors, who I know are not YES people, but will give me straightforward, great advice. They asked questions that I had not even thought of…and helped me get it into a place to make it more marketable.

 7. Customer Interviews

One-on-one conversations with customers can reveal in-depth insights. Ask open-ended questions to understand their experience thoroughly. It’s as simple as saying “What was your first impression of XYZ?” or “Would you do XYZ differently?” or “How can we meet your needs in a better way?” Ask. Listen. Course Correct. 

 8. Mystery Shopping

Hire individuals to experience your business as a customer and report back. This can provide an honest overview of the customer experience. Plus, if employees know that mystery shopping is an option, they may be more likely to perform at expected levels. I wonder if said airline has mystery shoppers. I may just apply!

 9. Website Analytics

Use tools like Google Analytics to understand how customers interact with your website. Bounce rates, session duration, and conversion rates can offer feedback on user experience. If this is not in your area of expertise, there are plenty of people who love data and can interpret for you!

 10. Professional Audits

Occasionally, investing in a professional audit (be it financial, operational, or marketing) can bring to light areas of improvement that internal teams might overlook.

In short, feedback is a continuous and evolving process. As a business owner, embracing these various methods will not only enhance your personal growth but also drive your business towards success.  That’s what we want, right?

Remember, the key to effective feedback is not just in gathering it, but in how you respond and implement changes based on it (now, that’s another blog post) ☺.

Shine Lesson Learned: Entrepreneurs who want to grow will “get GOOD” at ASKING and GETTING FEEDBACK!

Blessings upon blessings, Shannon