Thursday, 8 September 2016

Stop Asking For Feedback!

If I am asked to give any more feedback I will probably shout at someone! And I will probably shout at the managers who think that a good way to manage customer service is to insist that staff collect feedback every time they say hello to a customer. Know what I mean?

Here is my story:

Context:

During a recent hotel stay I was asked for feedback on the quality of service after my breakfast, then again after my evening meal. I was asked by the cleaner and chambermaid, and the floor manager. I even had a call from the gym within 30 minutes of my session to ask me about my experience!

Actions:

Each staff member asked me “would you please give feedback on how I have helped you and how pleased you are with me’. In three cases, I was specifically asked: “if I get some good feedback then it means my job is going to be secure and helps with my rate of pay”. Each person stood in front of my exit with a full smile.

Results:

I felt I was being blackmailed, pressured into saying nice things, having my privacy invaded, and became very, very annoyed. The feedback I gave was ‘stop asking me for feedback’!


Evolution:

Why do I care? We know that managers do not usually give their direct reports enough feedback. We know that most of the feedback people often hear is negative. We also know that it is good to receive positive feedback. Feedback should not be used out of proportion. It should not be used as a tool to breed fear into junior people who feel they will be rebuked or disadvantaged unless they proactively seek out volumes of the stuff.


The rules for feedback are simple. Make sure you notice when people do things well and give feedback on it. Make sure you notice when people need to be corrected and give feedback on it. In other words, get better at spotting when feedback is appropriate and give it. Don’t ask staff to go and chase guests around the hotel. Feedback should be personal and specific, and given at a time as close as possible to when it was observed.

Train the people who need to give feedback to look for the behaviours, actions, words or voice that results in good work, or, a need for improvement. Do not fall into the trap of giving vague and imprecise feedback. I can guarantee that the hotel manager in my example will give feedback something like ‘I expect better from you’ or ‘you’ve done a great job this week’ – very imprecise.
These scenarios leave the receiver very unsure what they did wrong, or correctly, and no clearer about what to do next.

Finally, remember to C.A.R.E. about the people to whom you give feedback. I do not believe the managers in my hotel experience really cared about the team; it was simply a technique to collect a quota of feedback for performance records.

Feedback with C.A.R.E. is effective if you follow a few simple rules:
  • Give the CONTEXT where the event occurred.
  • Talk about the ACTIONS you observed or heard.
  • Describe the RESULTS on your feelings or thoughts.
  • EVALUATE yourself. 
    Why did you notice the event and why did it matter to you?
Feedback is an essential management skill, use it skilfully and not as a ritual each week. Give it when it is needed, and as often as you give feedback, ask for it in return.

I am looking forward to the online version of feedback that I will no doubt be asked to provide next week from my recent hotel stay. I will probably tell the hotel to take a lesson on how to give feedback.

Feedback using the C.A.R.E principle is a central component of several core MCE Leadership Courses.



About the Author:

Nigel Murphy supports is Director of Portfolio and Capability Development at MCE and he has a background in management in manufacturing, education and training. 
For the past 10 years he has worked on leadership programmes across the globe. He is interested in the mentoring of new managers and leaders, and leading remote teams of people in today’s globally dispersed businesses. 

37 comments:

  1. Hello! Very good blog. Find here more information about similar articles.

    ReplyDelete
  2. Interesting blog. I like this blog because you provide interesting content here. Thank you for the wonderful article.Click Thesis writing service for more related article

    ReplyDelete
  3. Thousands of students from different counties are very eager to buy coursework at a reasonable price from our academic writing that has been specializing in providing coursework writing help online for many years already. https://manyessays.com/do-my-coursework

    ReplyDelete
  4. Cognitive piece of information! I do love blogs that leave me with food for thought. I take my test and will continue reading articles.

    ReplyDelete
  5. Hello! I have got great news for people who struggle with the writing papers. If you see that you have no time for writing your papers then you can critical thinking essay topics

    ReplyDelete
  6. It is important for cultural studies coursework writing service students to seek Cultural Studies Writing Services from a reputable cultural studies assignment writing service provider for their cultural studies research paper services.

    ReplyDelete
  7. Those ESL assignment writing services have an advantage of hiring the best English language coursework writing service company that is familiar with ESL assignment help services for their English Language Writing Services.

    ReplyDelete
  8. Thanking for sharing Effective article. This is more helpful for reader..
    project Management assignment help, Business help bu Qualified Degree holder with large years of experienced in Management field..

    ReplyDelete
  9. The post is full of knowledge and provides user more information. This types of post helps the user to get useful idea.Thanking to sharing this post.
    sociology assignment help on various software with providing online tutoring. Our expert helps to score you better grade in coursework.

    ReplyDelete
  10. I agree with you that a good and professional staff can do the best job of handling customer service. If you hire a professional staff, I assure you will succeed your business. Dissertation Proposal Writing Services

    ReplyDelete
  11. I completely resolved my question when I read this post, thanks to the author for the very detailed description. I wrote my review on the topcv review, you can go in and read. Thank you very much for your attention in your time.

    ReplyDelete
  12. Your site is the best source of information, it was very helpful. Thanks for sharing.
    Also visit Clashmod.

    ReplyDelete
  13. Thanks for writing such a good article, I stumbled onto your blog and read a few post. I'd like to thank you for the efforts you've put in writing this site.

    토토사이트
    온라인카지노
    파워볼사이트
    카지노사이트

    ReplyDelete
  14. The most interesting text on this interesting topic that can be found on the net.. It is very good, but look at the information at this address.

    스포츠토토
    토토
    안전놀이터
    토토사이트

    ReplyDelete
  15. It's really nice and meaningful. it's really cool blog. Linking is very useful thing. you have really helped lots of people who visit blog and provide them useful information.

    사설토토
    카지노
    파워볼사이트
    바카라사이트

    ReplyDelete
  16. Whoah this weblog is great i like studying your articles. Keep up the good work! You already know, a lot of people are searching around for this information, you could aid them great! Feel free to visit my website; 온라인카지노사이트

    ReplyDelete
  17. I like the helpful information you provide in your articles. I will bookmark your blog and check again here regularly. I am quite sure I’ll learn a lot of new stuff right here! Best of luck for the next! Feel free to visit my website; 카지노사이트링크

    ReplyDelete
  18. I blog often and I truly appreciate your content. This great article has truly peaked my interest. I’m going to bookmark your site and keep checking for new details about once per week. I subscribed to your Feed too. Feel free to visit my website; 바카라사이트닷컴

    ReplyDelete
  19. prolific studio is where we combine our many years of cinematic knowledge, talented studio team and top-notch animation to bring your stories to life. Our animation production company can't wait for you to see what we’ve done!

    ReplyDelete
  20. Thank you so much for sharing this. Would love to see more of these in the future. Keep up the good work! FMWhatsapp Apk is also the best app right now! Can you make a guide on it!

    ReplyDelete
  21. I like your post. It is good to see you verbalize from the heart and clarity on this important subject can be easily observe 야한동영상

    Please visit once. I leave my blog address below
    야설
    야한동영상

    ReplyDelete
  22. I really happy found this website eventually. Really informative and inoperative, Thanks for the post and effort! Please keep sharing more such blog. 일본야동

    Please visit once. I leave my blog address below
    한국야동
    일본야동

    ReplyDelete
  23. Really nice and interesting post. I was looking for this kind of information and enjoyed reading this one. 한국야동닷컴

    Please visit once. I leave my blog address below
    국산야동
    한국야동닷컴

    ReplyDelete
  24. Thanks for taking the time to discuss this, I feel strongly about it and love learning more on this topic. If possible, as you gain expertise, would you mind updating your blog with extra information? It is extremely helpful for me. 국산야동

    Please visit once. I leave my blog address below
    야설
    국산야동

    ReplyDelete
  25. Excellent read, I just passed this onto a friend who was doing some research on that. I will learn a lot of new stuff right here! 중국야동넷

    Please visit once. I leave my blog address below
    야설
    중국야동넷

    ReplyDelete
  26. This information was very useful. I was impressed by the polite posting. Did you know What is a Roblox Administrator? If no, then you must have to read our article about Administrator of Roblox Password Finder list.

    ReplyDelete
  27. Usually I never comment on blogs but your article is so convincing that I never stop myself to say something about it. You’re doing a great job Man,Keep it up. Checkout GBWhatsapp APK.

    ReplyDelete
  28. Step-by-step guidance to install 123.hp.com/setup. Driver download, troubleshooting, installing process, mobile printing, wireless setup for all HP printers.


    Hp printer support
    Hp printer support
    hp support

    ReplyDelete
  29. Asking for the feedback sometimes annoys me as well as it disturbs me often when I am doing work. Now it's time to avail Inbound Call Centre for more information.

    ReplyDelete
  30. Feedback is very important for any business as it helps to improve the flaws in the business. But asking for too much feedback may be disturbing. Thanks for sharing this with us. I really appreciate that. Now it's time to avail Vacuum Sealer Rolls for more information.

    ReplyDelete
  31. You said right in this blog every hotel staff asks about the feedback. Why they don't ask. Now it's time to avail Hayatte Luxury Services for more information.

    ReplyDelete
  32. This comment has been removed by the author.

    ReplyDelete
  33. The article presents an interesting information on the topic, it provides useful content. The author’s argument is clear and supported. This is a great resource for anyone and it is well-written and informative.
    Divorce Lawyers Great Falls VA

    ReplyDelete