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How do clients perceive you? The importance of feedback in business

Soliciting feedback is a critical step for all businesses, but one that many skirt in fear of any negative results, but guessing at your brand’s reputation is less helpful in the long run than getting consumers’ thoughts.

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Feedback should be welcome

Many business professionals underestimate the importance of feedback and the value that it can bring to their business.

No one likes receiving criticism, but feedback, of both the positive and negative variety, can teach us a whole lot. It often serves to bring us more in-tune with our business and better understand what our clients perceive, feel, and expect.

Positive feedback frequently confirms what you’re doing is working and can be a great indicator that you’re building loyalty with clients.

Conversely, negative feedback lets you know what’s not working and gives you the opportunity to make changes and improvements that will ultimately benefit both you and your clients. As author Jack Canfield states in his book, The Success Principles, “To reach your goals more quickly, you need to welcome, receive, and embrace all the feedback that comes your way.”

Why negative feedback should be welcomed

Small businesses often avoid seeking feedback because they undervalue its importance to their business or they’re afraid of what they may hear. If you can relate, it’s essential to take a step back, change your mindset, and realize that negative feedback is something that should be welcomed and appreciated. In fact, you should ask for feedback every time you have an opportunity to do so.

When you do receive feedback, make sure you have a system in place to organize and manage the data. An industry-specific CRM is key in this regard.

Reputation survey

One great idea to better understand what clients think of you and learn how to improve is to conduct a reputation survey.

Clients many times perceive you and your business in a completely different way than you perceive it and how you think they perceive it.

You can conduct a reputation survey in a number of ways. The first is an informal approach and involves casually asking your clients for their opinion of your services during your next face-to-face interaction with them. You may want to bring up the subject by mentioning that you’re looking for ways to improve your service to clients.

Another way to collect feedback and conduct a reputation survey is formally via email, letter, or phone. Whether you choose to conduct it by email, letter, or phone, note that each one of these methods has different pros and cons, such as quality of the feedback, response times, and response levels. It’s a good idea to experiment to see which works best. A key benefit to conducting the survey formally is that people can provide feedback anonymously. And if it’s anonymous, you may get more responses and ones that are more open and candid.

There are many services, such as SurveyMonkey, that will let you create a survey for your clients to complete online. With SurveyMonkey, you can easily provide a link to your survey via email, your website, your blog, and social media sites and then analyze the results in real time.

Don’t guess your reputation

When you ask for feedback from your clients, you’re demonstrating to them that you’re committed to excellence and value constant improvement. Clients value this and will view your attempt to gain honest feedback favorably.

Don’t guess your reputation. You need to know what resonates with your clients and what you can do to provide world class service. Once you do, you’ll be well on your way to a business where clients will come back time and again and referrals will flow your way.

Matthew Collis is part of the Sales and Marketing Team at IXACT Contact Solutions Inc., a leading North American real estate CRM firm. In addition to overseeing many of IXACT Contact’s key sales and marketing programs, Matthew works with REALTORS® to help them achieve their real estate goals through effective contact management and relationship marketing. IXACT Contact is a web-based real estate contact management and marketing system that helps REALTORS® better manage and grow their business. The system includes powerful email marketing capabilities and a professionally designed and written monthly e-Newsletter.

Business News

Chick-fil-a stops donating to anti-LGBTQ orgs; can we eat hate nuggets now!?

(BUSINESS MARKETING) Boycotts, protests, and media coverage about the controversy may finally be making an impact as the company attempts to alter its reputation.

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After years of controversy for its anti-LGBTQ policies and donations, Chick-Fil-A announced Monday that it would stop funding three faith-based organizations similarly known for their anti-LGBTQ activities. The chicken sandwich empire has donated millions to The Salvation Army, the Fellowship of Christian Athletes, and Paul Anderson Youth Home, but from 2020 going forward, the chain will cease donations to these organizations.

Controversy over Chick-fil-A’s ethos exploded in 2012 when a Pennsylvania Chick-fil-A sponsored a Christian seminar promoting “traditional” marriage, and its CEO Dan Cathy made public comments opposing same-sex marriage. While these events brought Chick-fil-A’s homophobic politics to light, the chain had already, for years prior, been donating millions of dollars to organizations that either discriminate against or work explicitly to curtail the rights of LGBTQ people.

Some queers put down their sandwiches and joined a national boycott and protests, while others found tongue-in-cheek ways to process feeling guilty for continuing to enjoy waffle fries. At first the boycott backfired, with Governor Mike Huckabee hosting a Chick-fil-A Appreciation Day, encouraging conservative chicken lovers to show up en masse to support the chain and deliver a proverbial middle finger to the LGBT community by ordering extra nuggets.

However, the boycotts, protests, and media coverage about the controversy may finally be making an impact as the company attempts to alter its reputation. Chick-fil-A president, Tim Tassopoulos noted that there have been numerous news stories about the chain’s politics, explaining that “as we go into new markets, we need to be clear about who we are.” Attempts to expand into Europe hit a major setback when one of its two UK locations closed because the shopping center in which it was located took offense to Chick-fil-A’s anti-LGBTQ stance and decided not to renew the lease.

A spokeswoman told the Thomas Reuters Foundation that the company had fulfilled the “multi-year commitments” it made to Salvation Army and Fellowship of Christian Athletes, and that now that their “obligations” were complete, they would focus their charitable giving elsewhere.

Future donations will go toward charities that focus on education and homelessness, such as Junior Achievement USA and Covenant House. Grants will be distributed and reviewed annually. LGBTQ activists are optimistic, but slightly skeptical of the change. GLAAD director of campaign and rapid response Drew Anderson called for “further transparency” regarding Chick-fil-A’s “deep ties to organizations like Focus on the Family, which exist purely to harm LGBTQ people and families.”

Anderson further pointed out that Chick-fil-A has no non-discrimination policies protecting LGBTQ employees. The chain is also known for asking applicants about their religious and marital status in job interviews, making discrimination against non-Christian and LGBTQ applicants all too easy. Anderson called for Chick-fil-A to “unequivocally speak out against the anti-LGBTQ reputation that their brand represents.”

CEO Dan Cathy has been notoriously unapologetic for his homophobic views, expressing in 2014 that he regretted getting Chick-fil-A embroiled in controversy, but that his opinions about same-sex marriage had not changed.

While many are celebrating the withdrawal of funds towards certain anti-LGBTQ organizations, there’s no guarantee that more donations of this kind won’t be made in the future. So enjoy those hate nuggets with a large grain of salt.

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Business News

Ford rolls out a weird electric SUV that is somehow also a Mustang

(BUSINESS NEWS) Ford’s new Mach E is part of their big electric push, and their plan to get you in one is to appeal to the American dream of a mustang.

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What do you get when you cross a Mustang, Tesla and SUV? A traffic accident!

(Just kidding, bad joke; it’s the 2021 Ford Mach E, one of Ford’s 22 upcoming electric or hybrid vehicles. )

Since when has Ford been pushing for electric cars? Actually, it’s been a while, but Ford’s efforts have definitely increased since Jim Hackett took over as CEO of Ford Motors in 2017.

Hackett revitalized Ford’s mission and began pushing for a greater focus on electric and hybrid cars. In fact, Hackett even created an internal team – Team Edison – which oversaw the development of electric cars. The Ford Mach E is actually the first car to be unveiled.

One down, 21 to go.

Sure, the name Ford Mach E is pretty cool, but how cool can a sports car/SUV hybrid really be? It’s the first non-sports car to use the Mustang name, which is a bold move. Luckily, the Ford Mach E is slated to go 0 – 60 in under four seconds, which means it can keep up with other Mustangs and even go faster than some Porches. It also boasts around a 459 horsepower, which is higher than most SUVs on the market. Not half bad for an electric SUV.

Along with the battery – which will be able to last anywhere from 200 to 300 miles, depending on the unit – the Mach E is chock full of exciting new tech. For instance, it’ll boast hands-free driving assist technology comparable to Tesla’s.

It also includes a sleek interior, a large center screen and Ford’s new SYNC system, which will adjust entertainment customizations based on user preference.

This cloud-based system learns from drivers’ habits: if a driver typically stop for coffee in the morning, the system might automatically suggest routes to a coffee shop.

Kind of creepy, but also pretty neat.

The car is projected to hit the market in late 2020 and will be competing with other electric models from Tesla and Volkswagen.

Prices for the Ford Mach E will range from $43,000 to about $60,000, which is fairly comparable to other companies. With a $500 refundable deposit through the Ford website, individuals can place a reservation on one of these upcoming cars now.

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Business News

Ageism: How to combat discrimination in the workplace

(BUSINESS) Ageism is still being fought by many companies, how can this new issue be resolved before it becomes more of a problem?

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Google recently settled an age discrimination lawsuit to the tune of $11 million. The lawsuit from 2015 alleged that Google favored people under 40 for hiring. The federal case involved more than 200 parties. Part of the settlement requires Google to train managers on age bias in recruiting and hiring. There’s hope that the settlement will raise awareness in the tech industry, where ageism is thought to be pervasive.

IBM is also facing an age discrimination lawsuit alleging the company “systematically removed older employees from its workforce.” This lawsuit was filed in March in federal court in the Southern District of New York.

Both IBM and Google deny that there is any discrimination in hiring in their respective companies. IBM is confident that the case will fail. Google settled the case rather than fight it in court. The IBM case is still working its way through the system. It is highlighting ageism in tech, but the tech industry certainly isn’t the only one that seemingly discriminates against older workers.

Workers over the age of 55 represent the fasting growing sector in labor. The U.S. Department of Labor estimates that 25% of the labor force will be over age 55 by 2024. A 2018 AARP survey found that over 60% of the respondents reported age discrimination in their workplace. The figure is even higher among older women, minorities and unemployed seniors. Age discrimination is a problem for many.

How can your organization create an age-inclusive workforce?

It is difficult to prove age discrimination but fighting a lawsuit against it could be expensive. Rather than worrying about getting sued for age discrimination, consider your own business and whether your culture creates a workplace that welcomes older workers.

  1. Check your job descriptions and hiring practices to eliminate graduation dates and birthdates. Focus on worker’s skills, not youthful attributes, such as “fresh graduate” or “digital native.” Feature workers of all ages in your branding and marketing.
  2. Include age diversity training for your managers and employees, especially those that hire or work in recruiting.
  3. Support legislative reforms that protect older workers. Use your experience to create content for your website.

Changing the culture of your workplace to include older workers will benefit you in many ways. Older workers bring experience and ideas to the table that younger employees don’t have. Having mixed-age teams encourages creativity. There are many ways to support older workers and to be inclusive in your workplace.

What steps are you taking in your organization to reduce ageism in your workplace?

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