Most business owners equate feedback with complaints, because it is only after a bad experience that a customer bothers to take the time to voice an opinion. A typical business does not proactively solicit comments from customers after every interaction, so left to their own devices, customers will only leave feedback if the experience negatively impacts their life.
If you were to request feedback from every customer and make it extremely easy to leave this feedback, you would find that consumers are happy to provide comments and suggestions that are not only positive, but also help improve the business.
Changing the question from “how was your experience” to “how can we serve you better” takes the focus away from critical analysis, engages your customer in the process of improvement and lets them know you care about their opinion.
Everyone loves to hear positive feedback, but it is human nature to feel badly after someone is critical of our business. Always remember, negative feedback offers a valuable opportunity for your business to improve, but when it is dealt with haphazardly and without priority it becomes more of a nuisance than a benefit. When all feedback is organized and manageable, you can make the most of the feedback and use it to drive your business forward.