Finding Satisfaction in User Feedback
March 20th, 2008 by Shannon Newton
We needed a way to talk directly with our customers that was better than saving emails describing bugs they encountered or features they want to encounter. Our solution was Get Satisfaction, a place where anyone can go and “talk” about their favorite product. (”talk” includes complaints, ideas, requests, and props)
We love our Get Satisfaction. We are using it to interface directly with our customers. It’s my favorite price: free (though I suspect they will want some money from us at some point). We have already implemented a change to our software based on feedback from one of our customers via the site. (Side note, the GS team was EXTREMELY helpful in assisting in our setup)
May 25th, 2008 at 7:07 am
Congratulations Shannon, Seth and team. Gotta love free feedback.
Now, here’s the fair warning. Be ready. Be ready for when you have an inevitable “hater” (hey, no one has 100% approval ratings) who finds this forum a most excellent place to air his or her grievances about how you have let him or her down.
If it hasn’t happened already, that is.
You’ll naturally feel defensive, attacked, and even personally hurt. Mostly you’ll want to retaliate and remove the blight on your stellar track-record, for fear that the others will pile on, or be influenced by their story.
Try your hardest to let it be. There’s nothing that builds more loyalty or trust than professionally reacting to such incidents, and letting them air will only lend credibility to the folks who will come to your defense and say how awesome you are.
What to do:
1. Wait 24 hours before responding
2. Make sure the person feels heard and respected.
3. Assume your response will make the cover of the Wall Street Journal. Be careful.
4. Take the high road.
5. Use it to improve if the grievance has any credibility whatsoever.
6. Don’t sweat it.