Some people assume it is out of my social consciousness and natural desire for improvement. The blunt ones say I am nosy and picky. One even exclaimed that I am fortunate to have my day job because I can make judgement and pass comments everyday.
Honestly I don’t know why I do it. Each time it happens, I know I have to. The outcome in my mind is lofty and for the better. Many would disagree.
I grew up with parents who deal with customers and grapple with service standards. I am used to the complaints, praises and often a simple frustration – what do you want?
The feedback channel, in my opinion, is rather misunderstood. It is not a waste of time if you truly want to help them make the right changes for their next client. It won’t be ignored if you are calm and remain factual. It is not abuse if you do not want anything in return.
It delights me when I return to an establishment and I notice the ever so slight adjustments. Maybe it is all selfish1. Even so, each time it makes me believe even more in providing observations and suggestions that everyone seems to think is common sense. When you are knee-deep in daily operations, it is often not so obvious.
“They are most delighted and happy and want to thank you for taking the time to write to us. These positive remarks provide the strongest incentive for us to keep motivating ourselves and refining our services.”
I don’t just criticise. Really. Compliment when it is due. You will feel good too.
- Recall when Phoebe in Friends found that there is no such thing as a selfless good deed? [↩]