Welcoming ‘Thank You’

I’m a real believer in having easy, ongoing ways for our customers to give us feedback (ie, thank-yous). Ahhh, “feedback”what a word…so often a word that means something like “how you did me wrong” or “your people were’n’t nice to me…” Once you open yourself up for feedback you have to be ready and willing to receive  it. Now, I wonder how we get to the good stuff…the good stuff so that we can expand on that. In Dan Heath & Chip Heath’s article I Love You. Now What? we’re asked about what do we do to allow our customers to tell us the good stuff.  They make me wonder why we keep ourselves guarded from hearing what we are doing well. Do you ever feel like we are in flinch-mode when it comes to “customer surveys” or “feedback forms?” I often say “where is the confidence in public libraries?” We are doing really good stuff. Much good stuff. Can we improve? Of course. Do we hear about what we need to improve on? Oh, yes. Do we hear about what we are doing to make lives richer and better? I’d venture to say, not asmuch. How are we making ways to channel the good feelings, the love our customers have for what we’re doing? I don’t have the clear answer to this (and I know we walk a fine line for fishing for compliments in this), but I do know that talking about what is going well is important, necessary and ultimately builds more good. Let’s open ourselves up to hearing the good stuff.

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