Feedback

Researchers have studied human behaviour and discovered that building people’s strengths by giving them positive feedback is a far more effective approach than a fixation on weaknesses.

But why don’t we make sure people know that they have done a good job more often? Unfortunately, most people tend to take good performance for granted or praise it only in the context of constructive, corrective feedback.

Feedback is information that helps the person/company who is receiving the feedback alter, change, adjust or maintain behaviours and/or attitude, but more often then not, feedback is given when there has been a problem.

It is always good to give people feedback where it is due, therefore I would like to thank Dave Thompson from The AA for what he did at the weekend.

Situation - Over the weekend one of the tyres on my car had split mid journey. It was getting dark and I was on my own. With no spare tyre and no chance of a foam repair kit filling the hole, I called The AA.

Action - Not only was the lady I spoke to at The AA very efficient, but Dave the patrol person that came to my rescue was brilliant. He got to me within 20 mins of my call, but still phoned me to give me an ETA. When he arrived he assessed the situation quickly in a friendly, professional manner and suggested a garage that I could limp round to.

(Dave had to put one of his wheels on the car for me to be able to drive it).

He explained that I would see some flashing lights come up on the dashboard, but that I shouldn’t worry about that for the moment as the car was sensing there was something wrong. I followed him round to the garage and he dealt with the garage personnel and waited with me while the wheel was repaired. Nothing was too much trouble for Dave.

Result - Some people will say that you pay for a service, therefore you expect to get a good service, or that Dave was paid to do that job and do it well; but it is always good to give positive feedback where it is due. I was worried about not getting home because there was no way I could have fixed the tyre myself.

The service I received was efficient, professional, and quick and Dave was experienced, friendly, informative and patient. All in all I would give the service I received from The AA and Dave a 5/5 for the overall customer experience.

Not all feedback has to be negative. This is just one example of where a business and a person has met or exceeded expectations, but there are plenty of other reasons to praise people, companies or staff.