There is a restaurant I really like. I often go there early in the morning to write, check emails and get some work done. It has great family values and the executives of this restaurant chain are some of the best in the restaurant industry. But even the best organizations have their flaws.
One day I was at this restaurant around lunch time. On my receipt, was a request for a survey and in return I would receive a free menu item. I thought that was a simple enough task so I whipped out my laptop, logged in and did the survey. I gave them high marks of course, but at the end they asked if I had any feedback.
My feedback to them was, “I would like to see the nutritional information on your website for the protein style sandwiches (those with lettuce wrap instead of bread or buns). It would be helpful for those of us watching [and counting] our calories.”
I did not expect a reply. I figured that was the end of it. But the next day, I received the worst possible response to feedback that I have ever received. In the message they thanked me for the feedback and then …there was this: “Unfortunately, it is our corporate policy not to accept or consider any unsolicited creative ideas. This is a difficult decision because we realize that by following this policy, we may miss out on some great ideas from our customers.”
I had to read it about 4 times to make sure I was not missing something. For an organization that prides itself on customer service, that was a crazy miscalculation of words by someone. First it was not really unsolicited because they asked me for feedback. Second my request was not a creative idea, I just wanted nutritional information. I wasn’t designing a new sandwich.
At any rate, that was the end of it. But the lesson learned, is when you get feedback, thank those and move on, you don’t have to explain, the “I don’t care about your ideas” policy. This is one of those “Broken Windows
I will still continue to go there, but I think I will hold the feedback next time. How do you deal with feedback from customers? Please share below.
For the past 3 months I have been consulting with a company in the city of Lubbock. Located among the flat landscape and cotton fields of West Texas, this small city is brimming in abundance with many things, but three in particular: banks, churches, and restaurants. Fortunately, as I have been traveling for extended periods of time there, I am thankful for the many restaurants. Anyone that travels for extended periods of time understands that eating out meal-after-meal can be a frustrating endeavor. Restaurants are one of the few places where the top-down effectiveness of the leadership of organizations can be experienced so intimately and instantly; and where you can win and lose a “client” in minutes.
