The zip on my very very favourite pair of winter boots broke this week. It was devastating, partly because I had to walk round with one cold foot for a day and partly because no other boot in the shops would be as good. These boots are perfect.
I knew I couldn’t replace them, (physically or emotionally!) so I investigated getting them mended. My local shoe mender took one look, inhaled quickly over his teeth and shook his head slowly, and said, “no. we don’t do zips here”. He suggested I tried some other shoe mender ‘in town’. *
So yesterday, when ‘in town’ I made another attempt at solving my cold foot challenge. The two shoe menders at Charing Cross Station were closed for lunch. In my frustration I remembered someone telling me about how good Timpson were, so I looked on my phone to see if there was a shop nearby.
I wish companies would think about how people are accessing their websites now. Stood in the cold waiting for the data to download and then trying to navigate reams of information on a little screen just to find a list of stores isn’t a great experience.
Anyway, I found a Timpson, I called them to find out exactly where they were and spoke to a friendly guy who gave me directions. Ten minutes later when I arrived he greeted me with a big smile and remembered the phone call.
Steve the Manager and I chatted about the devastation of boots breaking. To be fair I’m not sure he really felt the pain, but he made a valiant attempt which I appreciated. We also discussed the weather; we are British that’s what we do. He explained the process to mend the boot, and why it would take 2 weeks and that he would call me personally if there was any problems.
On the counter I spotted this. Timpsons campaign for better service.
The first question; Have we amazed you? Actually you did, because your service was good, partly emphasised because most places give decidedly less than amazing service, plus you were actually open when I needed you.
£250 incentive; this is interesting. I don’t give feedback to be put in a prize draw. That’s not an incentive for me. I’m writing this and sending off my postcard because Steve did a great job and should be recognised for that.
We know that personal recommendations are key to making purchasing decisions so the ‘would you recommend a friend /colleague?’ question is a good one.
I think there was a couple of things missing; perhaps seeking to learn if anything didn’t amaze and suggestions for improvement.
I also question whether there should be a line about how they will use my data. As much as I loved the service I don’t want you to get in touch with me. (unless its Steve to talk about my boot.)
The branch number wasn’t filled in, so if I don’t write which branch amazed me how will Timpson be able to feed back to that amazing branch?
I’m impressed that there was a feedback card in the first place. It’s amazing how many customer-facing businesses don’t actively seek feedback from the people who are the key to their business success.
I was talking to a friend recently about how he felt about seeking 360 feedback from clients, which he does at the end of every piece of work. He felt apprehensive. Especially as part of his service was to give feedback to fundraisers on their work, he felt concerned that an invite for feedback could be ‘pay back time’. I don’t actually think that is the case, but understand his apprehension.
So it can feel a bit scary, but if you don’t seek feedback, how will you know the amazing things you are doing that you could do more of? And as importantly, how will you know where to make improvements?
When you are giving feedback, do consider the impact it will have. Always tell people when they have done a good job, and always tell people when they haven’t, but take care to be constructive and thoughtful. Telling someone they are rubbish with no explanation isn’t ok. It’s just plain mean.
So get over the fear and make giving feedback and seeking feedback from customers, clients, donors or colleagues a habit.
Without feedback it’s hard to become amazing at what you do. And you all deserve to be amazing. Right?
Your thoughts and feedback welcome…
*’in town’ being central London