Not allowing negative comments. That's one strategy, I guess.

I am currently helping to organize a charity Adventure Race with my scouting Venturer group. One of the key items required for this type of a race are quality topographical maps. Since not all of the current trails are on the standard maps (the topo maps in our region haven't been updated since 1983) we need to customize the map with current trails and our checkpoints. 

This isn't a quick or easy task but I finally completed my customized map this week using an online tool. Phew, task complete. Now all that is left is to simply order the map and wait for it to arrive. 

Not so fast, the service that I've chosen to use (there aren't a lot to choose from) has issues in their online ordering process. I wasn't able to properly preview the map before ordering it and when it did preview, there were mistakes. 

I work in the technology industry so I understand that there are bugs in systems. I can deal with that and I am pretty patient. 

I dutifully created a service ticket online and began the waiting process. It has now been 3 days since my initial request and I am no further ahead in getting this map ordered. I have received two marginally helpful emails in response but each has taken over a day to land in my inbox. Meanwhile I wait, credit card in hand, hoping for the chance to give this company my group's hard earned money.

At the bottom of each of the support emails is a link (see image above) asking for feedback. Since I am starting to get annoyed at my service time, I decided that I should give some feedback. 

Now, I admit, the link does say "Give [insert name here] kudos!" And, I do understand what the word kudos means, but, I assumed that the link would forward me to a survey, an email form or at least a star based rating system. That would be a normal way of asking for feedback.

Nope, the link does exactly what it says. Instead of actually giving me a feedback forum I was presented with this page. I had actually given a kudos. 

Apparently, I am not able to actually give critical feedback. I managed to inadvertently give positive feedback.

I guess this is one way to improve your customer satisfaction metrics. It has done nothing to improve my actual satisfaction though.

I am heading to our local Department of Natural Resources office to buy a paper map so that I can update it the old fashioned way. How is that for feedback?

Celebrate publicly, challenge privately

The tenet "Celebrate publicly, challenge privately" speaks succinctly to the vision of what I want this blog to be.

I was reading a blog post over at timpeters.org about influencing people. [Interesting piece.] A quote at the bottom of the article reads, "Celebrate publicly, challenge privately". I had never heard the quote before but it struck me as salient. The context of Tim's usage of the quote was around gaining influence with authority figures but I think that it is more generally a useful concept.

This tenet speaks succinctly to the vision of what I want this blog will be. I started this blog because of a good service story. I think that it is important to publicly celebrate good service and good corporate citizens. On the opposite end of the spectrum, I don't think it is usually helpful to publicly humiliate or bash a company for specific issues. Every business has issues, the key is to give helpful criticism and encourage them to change.

What if giving pleasant, constructive feedback doesn't work? There are many stories about companies needing to be shamed into good behavior. Dave Caroll and his United Breaks Guitars song is an excellent example of this. Unfortunately, not all companies make the right decisions about customer service. With Twitter, YouTube and the many social media outlets available, the story will get out.

I have been intentionally vague about the specific businesses when criticizing bad service experiences but I do try to go back directly to give my feedback. I have likewise been intentional in my public positive feedback. I will continue to keep this soft approach where I can.

What do you think? Is "Celebrate publicly, challenge privately" the right track? Or, is shaming the right tactic?