“The trouble with most of us is that we would rather be ruined by praise than saved by criticism.” – Norman Vincent Peale
And the challenging aspect of moving anyone to a system of consistently seeking customer feedback is their inherent fear of potential negative responses. I saw this quote above as I was looking through some posts on Google+. It brought to mind a casual conversation I had with a client who had learned the truth of being “saved by criticism.” I asked if we could share his story here and he agreed, without hesitation.
“I have to tell you, I love RealSatisfied,” Adam DiFrancesco, Manager of Business Development at Better Homes And Gardens Real Estate Rand Realty wrote to us. “A few weeks ago, I got an email as Escalation Contact letting me know about a very unhappy client. The client took the time to fill out the entire survey, and left a lengthy comment. Upon receipt, we were able to reach out to that client, and help resolve the issues to the best of our ability. In a profession where reputation is everything, having RealSatisfied is helping us ensure our reputation remains on top.”
There is value in receiving praise from a client and from the testimonials and recommendations that come as a result. And there is also considerable value in recognizing the opportunities that only reveal themselves when you open yourself up to listen to criticism and make your vulnerable to open, honest client feedback. Nobody loses when the client’s voice is heard with an ear bent toward learning.
“There’s nothing wrong with accepting compliments and praise,” Dustin Stout continued in his Google+ post on this topic. “But there is definitely a problem when you can’t take honest criticism. It’s not always easy, but it’s important. Appreciate both the praise and the criticism for what they are. You will always be better for it.”
You will always be better for it.