Customer Feedback Fanatic Pillows

"Fill out this survey and tell us how great we are and Randy won't follow you home."

"I'd say we were pretty much on target."

"Good" "Bad" "Work on it" "Keep working - maybe it's not as bad as you think it is" "Put it to a committee" "Give up" "Make it worse" "Make it better" "Still a bad idea" "Overthink it" "Throw yourself into a pit of wild badgers" "Throw it away" "Call it done" "Sigh."

"Why won't you teach us how to handle complaints?"

"O.K., O.K., people - we're not workshopping these, they're already set in stone."

"Mrs. Berg calls my book report a finely crafted debut and she looks forward to my next effort."

Should not have put that suggestion in the suggestion box.'

"Get off the stage and get a copy of 'Studies of Laughter in Interaction'—I think you'll enjoy it."

Neuro, Biology, Chemistry, Feedback, Psychology, Technology, Physiology Institute

"On reflection i think i could have coped with just 340' feedback."

"How'd I do on the test?"

"Are you going to ask for feedback every time you cook a meal?"

"It's time for your performance review where I damn you with faint praise."

"Bob wait, let's do the survey first! Sir, on a scale of 1, poor, to 10, excellent, how would you rate our chase today?"

Giving feedback is a complex process.

'Please, Ma'am — I'm running out of paper!'

Constructive Criticism 50c.

'How dare they make these kind of suggestions?!'

"I'm afraid that due to a recent reorientation of forward facing customer resource functionality you're going to have to make the complaint to yourself... in triplicate."

Payback Time

Suggestion Box

'Negotiating skills need fine tuning.'

Great coaching is about being specific with feedback.

Customer Complaints - "Thank you, Thompson, for collecting the statistics."

"Don't make me send over the bad waitress."

"The boss loves the positive feedback he gets every time he says something."

Suggestion box, one for suggestions and one for 'clean' suggestions.

"Our latest survey shows our customers basically want just three things: prompt service, and apology when mistakes occur and to be treated politely..."

Four Types of Critics

Musician feedback card

How's my Sermon . . .

"Just got back from the client meeting and great news. . . your work isn't dead. It's beaten senseless and run over by a dump truck...but still very much alive."

'Your call is very important to us, so please continue to hold.'

GPC negotiators will only take on 'merited criticism'.

'I'm keen on precise statistics as the next person...'