14 June 2019

Lawrence Jones MBE in the workplaceIf I told you that one thing could make or break your business, what would you say that one thing is? It is simple: feedback.

If you’re not open to listening to feedback from your customers, your team, and anyone who encounters your brand, you may as well give up now.

The only way that you can know if you’re meeting your customers’ needs, providing the greatest level of service and constantly improving is by asking them. Equally you have to ask your team how they’re getting on, what they need and how you can provide a better workplace for them. If you want to provide the best level of service possible to your customers, ensuring that they are happy, and your team are happy, go hand in hand. Unhappy teammates cannot deliver that top level of service.

Feedback: Praise v learning

Positive feedback is great! Of course it is, it’s praise! But when it comes to negative responses, it can be much harder to swallow. In the early years, I would immediately resort to becoming defensive when I received negativity. This is the worst thing to do. Instead, when you flip your mindset to understand that negative information like this is a huge opportunity to fix what’s going wrong, an opportunity to learn, that feedback becomes invaluable.

Just as important as gathering and receiving feedback is giving it in the right way. The absolute worst way to deliver something negative is in front of the person’s peers. It’s all too easy to embarrass someone this way, and that’s hard to come back from.

When you give and receive feedback in the right way, even negative feedback becomes a positive experience.

In this week’s podcast, I talk about my experience and the lessons I’ve learned; how feedback can make or break your business, and the mistakes that I have made over the years.

Listen in and let me know what you think. Share your feedback with me in the comments!

Listen now on iTunes – click here to subscribe

Android users – Mind Your Own Business is currently on Stitcher and Soundcloud


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