I recently had to fly interstate, and the airline CEO was on board. During the flight he did something quite brave. He asked for customer feedback. Could you do the same thing?
So I’m on the flight, and…
Once the seatbelt sign was turned off, a man came to the front of the plane, had a brief chat with the flight crew, and then proceeded to take the microphone and make an announcement.
The man introduced himself as the CEO of the airline. He went on to say something along the lines of, “In a highly competitive market like Australia, I want to thank you for choosing to fly with us. We know you have plenty of choice, and for whatever reason, you chose us. We don’t always get it right but we are committed to getting it right more often. So to help this process, I am sitting in seat 12A and I welcome you to come over and share a good or bad experience, or to offer some advice.”
I have to say I was very impressed by this. Personally, I haven’t been a big fan of the airline, but I found myself rethinking my relationship based on a one minute talk from the CEO. Now when I ask myself if I would fly the airline again, I’m surprised to hear my internal answer is ‘yes’.
How does this brave act translate to micro business?
I’ve thought about this a lot over the past month or so. After hearing such an honest and heartfelt message from the airline boss, my opinion regarding the company has changed enormously. If it can be effective for a big company, surely it stands to reason that it can be effective for soloists.
Perhaps we should all be reaching out to current and past clients to ask about their experience working with us.
I am not talking about some boring, clinical, predictable SurveyMonkey-type thing, but more of an honest, heartfelt, authentic conversation to find out what we do well and what we do poorly.
It takes a brave person to ask these questions because there is a good chance our feelings will be a little hurt in the process. But all customer feedback and even complaints are a gift, if we take our ego out of the equation and listen to what is actually being said.
If we want to build stronger bonds with our clients, to show them that we really are committed to doing better, now could be the time to have some real conversations.
I’ve done this myself, and I guarantee you will find out interesting things about yourself, and the information you glean will help you build a stronger business in every way.
What are your thoughts? Are you, or have you ever been brave enough to ask for customer feedback?