Eighth Article in the Series:
Efficiency and Productivity
“Can I give you some feedback?” This question strikes fear in the heart of most of us, yet it can provide us with invaluable insight if we are open to it.
Last week’s topic dealt with Building a Client Experience by asking for feedback from our clients. In terms of feedback, it is a bit easier to swallow if we initiate and ask for the feedback. We are prepared, we have some level of control since we are asking the questions and somewhat scripting the conversation, and we have steeled ourselves for the prospect of negative responses we may receive.
Yet being asked, “Can I give you some feedback?” instinctively raises our defenses. We are caught off-guard, a bit unprepared, surprised, all of which summons the fight or flight defense mechanisms in our body. You could flee, yes indeed, and you consider that for just a split second before saying, “Yes, of course” as your body and mind begin arming for the attack.
This is not the ideal environment for taking in information and using it to your advantage, is it?
No. What can we do to better prepare for these moments?
- Rehearse – by asking for feedback more often than we do. We can train ourselves to better handle the bodily responses and condition our clients that yes, we want to know how we can serve you better.
- Recognize – feedback for what it is. The opportunity to learn and improve. Good or bad, negative or positive, each encounter with feedback gives us the chance to make an adjustment.
- Reflect – we may indeed be caught off-guard by feedback and in the moment may not take advantage of the opportunity to learn and improve. If someone has provided feedback, in most cases it is because they care. Go back and ask for more clarity if your fight or flight took over the moment.
When the tables are turned and we are asked or see the possibility to provide feedback, remember where the recipient likely is…deciding whether to run or take the punches. The most exciting thing about feedback is that it can be what people don’t expect: an acknowledgement of a job well-done, kudos, a chance to say to someone, “I value you and appreciate you.”
What would the world be like if we heard more of that?