Customer Service Feedback

Have you ever taken the time to share constructive and helpful feedback with an organization or service provider that you may have used or done business with for a long time? Most of the time you would expect some response, especially to someone that has been a loyal customer of their establishment or business for an extended period of time. How would you feel if you took the time to share this feedback, hopefully to improve their service, and it was similar to knocking on a door when no one answers even though you KNOW they're home! Well, I've had two recent experiences where I was sorely disappointed with service, took the time to give this feedback and was totally ignored. What can we learn from this? Well, I can think of three lessons:

1. Honor your customers with some kind of response when they take the time to communicate with you even if you disagree. When there is NO response, the customer feels invalidated.
2. Feedback is a gift. Without customer feedback, how will you know how to improve your service if you don't listen to them?
3. When you or your employees are unresponsive to constructive feedback it will ultimately cause a loss of that customer's business (and all of their friends and acquaintances)