Got feedback? Follow the Leader

Got feedback? Follow the leader

Early on in my marketing career, I made the decision to by-pass traditional customer feedback channels and instead go straight to the top. Whenever I want to relay feedback of any nature, I write directly to the Chief Executive Officer or equivalent. There is no better test of an organisation’s culture, or of its commitment to customer service, than its leader’s words and actions.

A fun example: About ten years ago the wafer-thin heel on one of my favourite Dolce & Gabbana stilettos snapped when I slipped between some pavers. Unable to find a local cobbler willing to attempt the delicate repair, I mailed my shoe directly to Domenico Dolce himself. In Italy. Signor Dolce repaired and returned my shoe within 36 hours. I kid you not. I have told countless people about this wonderful experience.

Over the years I’ve written letters to CEOs of many big, global brands including Vodafone, American Airlines and Hewlett-Packard. While the style of each response might vary, one thing is consistent: how accessible these leaders are (especially via email), and how responsive they are to feedback. All feedback.

  • Sometimes I write because I have a problem that needs fixing. Like my shoe.

  • Sometimes I write because I have a grievance. Like the time Apple quoted me more than the original purchase price to repair my two-month-old Macbook. Don’t get me started.

  • Sometimes I write because I’ve had an exceptional experience or interaction and I want those responsible to be recognised and rewarded.

Yesterday I wrote to the President and Global CEO of Marriott International to compliment him on the terrific experience I had had in dealing with one of his California-based sales executives. It took just a few hours for Marriott’s Global CEO to personally respond to me – a couple of lines sent from his phone. That was impressive. However what pleased me most was waking up this morning to an email from the sales exec who, probably for the first time in her tenure, had received direct recognition from the ‘big boss’.

Two things you should know:

  1. It takes more effort to communicate positive feedback than it does negative feedback. Why? Because when you pass on positive feedback your motivation is selfless.

  2. In business, there is nothing more satisfying than being able to tell a CEO about a brilliant brand experience.