When customers who have invested themselves in our services or products are willing to offer their feedback, it’s priceless.
There are at least three postures that we can choose when sitting in a feedback session: eager to explain why our products or services are the way they are, listening in silence, and listening with curiosity.
Being defensive helps nobody.
Listening in silence can be helpful in keeping the floor open, but the limit is obvious as well.
Listening with curiosity shows our understanding and trust with each other. We see you as you are trusting us to do a better job with our services or products, and you see us as a trusting partner with our commitment to improve our services or products.
Until we are willing to trust, it’s challenging to hear customer feedback.
