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Tail, Meet Dog

Tail, Meet Dog

Have you noticed the number of hotels and auto dealers who are sending notes after customers’ recent visits advising them they will be receiving a survey in the mail soon. If the customer has been unhappy with anything, please call to have it addressed prior to taking the survey.

In other words, we’re not really interested in your feedback, we’re interested in perfect survey results because that’s how we’re measured and rewarded.

Dumb-ass, stupid management.

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.

Comments: 3

  • Steven B. Levy

    August 14, 2017

    Sometimes. And sometimes this is a good practice, because they want to address complaints and issues rather than let them fester, and people who whine in surveys then whine to their friends… but don’t give the business a chance to make it right.

    Of course, the business should make it right in the first place, but they can only fix what they know about.

    Car dealers have been doing this for years. As you know, curing an objection is often more effective at creating a long-term sales and business relationship than having nothing go wrong in the first place. I believe that’s why Lexus (the first I know about) instituted this pre-survey question in the first place.

    That said, many companies don’t get it and are just trying to game the survey. _That_ is indeed DASM.

  • Praveen

    August 14, 2017

    My car dealer told me that “anything but perfect 10s on the survey” means failure on his part. The implication is that the survey pushes them to satisfy customers (but that should be intrinsic from correct hiring/training), but is meaningless and a waste of time to actually fill in, if they are only looking at 10s.

  • Alan Weiss

    August 14, 2017

    I’m more skeptical than you. They should be asking this regardless, not because a survey triggers it.

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