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Feedback? You’re Sloppy. Second Opinion? You’re Late.

Feedback. You're sloppy. Second opinion. You're Late.

Feedback? You’re Sloppy. Second Opinion? You’re Late.

Have you noticed that merchants, online and in reality, have become like dogs desperate to be petted? What I mean is that I get a survey begging me to comment on how great a supplier is five times a day. These are not used for improvement, because negative reviews never create any improvement (just like “this call may be recorded for quality purposes” is absurd or the quality would actually increase at some point). They just want rave reviews for their web sites or Yelp or Open Table or  advertising or to cuddle up and sleep better at night.

Even my dogs stop begging to be petted at some point. But these companies keep staring at you, rubbing agains you, slobbering on you.

What we need are more purveyors like Amazon, which is like a cat, and doesn’t give a damn whether you’re happy or not, just put the freaking food in the plate (buy from us). When I sent Amazon a photo of a drenched delivery when asked for feedback, the delivery guy put the next one on top of my Corvette parked outside. They don’t care and they’re not happy until you’re not happy.

So for the rest of you, spend your money trying to actually improve service rather than begging for food.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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