Insider: Why Negative Feedback Can Be Positive
By Richard D. Hanks, Chairman & President, Mindshare Technologies
Mr. Richard Hanks
We all like positive feedback. It’s natural to feel good when someone gives you a pat on the back.
In business, that feeling is extrapolated ten times. There’s nothing quite like the thrill of a satisfied customer telling you how perfect their stay was and that they want to come back. And for good reason – the more positive feedback you get, the more customers you’ll keep for life, and the more revenue they’ll bring.
The pride we all have keeps us from admitting a lot of mistakes we make. It’s human nature. In business, that attitude can destructive.
The most successful companies learn from their mistakes and turn weaknesses into strengths. After all, nearly everyone would agree that it’s better to address and solve a problem than to pretend it’s not there.
In my article in the Hotel Business Review “Why Negative Feedback Can Be Positive“, l walk you through not only the best method to ensure you’re hearing from angry customers but also how to address them and turn them into brand advocates. The first part is important because most people are so conflict-averse that they’ll gladly keep their displeasure to themselves, but businesses can’t afford the potential bad word-of-mouth marketing.
The second part could be the key to unlocking lifetime sources of revenue. It takes a commitment, but it’ll pay off.
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Cordially,
Rich Hanks
Chairman and President
Mindshare Technologies
801-743-7580
rhanks@mshare.net
