Wednesday, May 23, 2007

I do listen ... honest Guv!


I decided to do my latest Audio Blog about feedback received from readers of Simplicity Blog. As you know customer care is a topic I often rant about ...... sooooo ..... to make sure I'm not 'a poacher turned gamekeeper' I thought I must respond! Thanks again to all the folks who provided such fabulous and constructive feedback and I hope Simplicity Blog will continue to retain your interest. This Audio is 2 minutes 32 seconds



MP3 File

4 comments:

Gabriel Salcido said...

Hello Trevor,

Your post from a few days back left me thinking...

Should I listen to my customers so I can provide the service they need ad deserve?
Obviously Yes...

Then comes another thought...
Are my customers the ones I wanted to have in the first place? Not because I don't like them, maybe they are from a market segment that is not profitable to serve... and I'm not just talking about the ones with less spending power, but also about the ones with deep pockets but need constant feed and care (and continuously try to negotiate a price reduction)...

My point is, I also need to listen to the customers I'd like to have... well, not specific persons, but the ones that fit the profile and market segment I'm targeting.

And when you try to realign -or diversify- my business to address my target market needs and wants, it should be done carefully to avoid alienating my current customer base...

Trevor Gay said...

Thanks Gabriel – sound advice as always.

I think we also need to find ways to hear from customers we don’t hear from. Those people who have a complaint but don’t actually let you know about it. They tell their friends and other customers instead. We have to find ways of listening to everyone. The big psychological leap for me - and probably for most people - is to be able to accept feedback positively and as a learning point - feedback we don’t like or expect. Otherwise I feel we are in danger of burying our heads in the sand.

Rocky said...

Trevor,
I have been very very busy in my job the last 6 months and have found it difficult to get time to do much of anything other than work. However, I have had the opportunity to see your blog grow and develop. I like the way you are always trying to find new ways to communicate with your readers. I especially like the reasons why you have the blog. You like to communicate with people and mostly you like to develop relationships.You are an excellent writer with the ability to connect with your readers on a personal level. You have an uncanny knack for coming across as very real and personal. You are a very genuine person and it comes across in your writing. The audio portion of your content is good addition as it makes it even more personable. Keep on moving and rattling cages.

Trevor Gay said...

Thank you Rocky - you are very kind. The audio blog is something I'm still experimneting with and learning about so it's good to know it hits the right spots for you.