Most companies spend a ton of money doing generic research. Most front-line employees aren’t part of the process. But that’s where the best insights come from
Renald Fortune is a banquet server at Lowe’s Royal Pacific Resort in Orlando. I was at a conference and I commented on the better-than-usual food.
Renald took a moment to thank me. Then he asked me to go to the web site to provide more feedback.
He cared enough to engage with a customer, to make a personal connection, and genuinely ask what I thought. It seems like a company-wide attitude.
The lesson: What can you do to get your team to truly care what customers think?
Watch my video interview with Renald:
Andy,
Lowe’s Royal Pacific Resort has taken a very basic approach to requesting feedback on their services, but it seems to work. By Renald personalizing his request, I bet that you were more inclined to go on the Lowe’s website and give them feedback on what sounds like a delicious buffet.
In a web 2.0 world, the personal touch that you experienced can sometimes be lost, but the more we are in touch with the feelings and sentiments of readers, customers, and peers online, through blogs, social networking, forums, and podcasting, to name a few, the more personal the approach becomes and the more inclined we will be to provide feedback and start a conversation.