What if we changed our question from How did we do? to What do you really want?
That changes the dynamic from a static rating to a doable item. It ensures that a complaint translates into an actionable area of opportunity.
Your still thinking that ratings and reviews are suspect Multifamily Maniac,
M
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You don’t ask what the customer really wants as the majority don’t really know. That’s too broad a question for them in my opinion. However, if you are looking to achieve something similar I think you can create multiple choice questions for specific concerns or ideas that your are looking for solutions on. I think it’s important to paint the picture for expectations with your customers first vs. leaving things wide open and potentially setting them up for disappointment.
I think that was true of customers two, five or more years ago. Not so much today. I think we underestimate the customer. I think many know exactly what they want by the time they get in front of you.
I think we (businesses) force them to concede precisely because we don’t want to go through the work to personalize our goods and services based on their want. It’s just easier and likely more cost effective to herd them into our way of viewing the world. I think we have all the more opportunity to become even more memorable if we open ourselves up to thinking differently about this stuff.
All that being said, you are right about the downside. We could fail massively. But – we could learn a thing or two as well.
Always appreciate your feedback and perspective – Mark. You make excellent points that make me think differently. Hope all is well with you.