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Managing Feedback 

When we first talked about allowing feedback on our business directory it provoked many interesting and heated discussions.  At first thought, it would seem to be inviting trouble. It is generally accepted that we talk loudest when we have something negative to say, and will competitors try and sabotage their competition. However these proved easy to control through technology and good systems and underlying this, businesses which embrace attributes such as honesty, transparency and customer service have everything to gain from inviting feedback as potential customers will search out those businesses that are prepared to stand behind their customer service record and reputation. 

Negative feedback is a good catalyst for change.

For all businesses including our own negative feedback is  a difficult proposition however it is better to understand what your customers really think rather than have them telling their friends and family and not giving you the right of reply and the opportunity to improve your offering.  One piece of bad feedback does not indicate a bad business but a few pieces provides a trend.  No matter what policies and procedures one puts in place sometimes it goes badly for some customers.  This is the nature of business and like the All Blacks coach says, it is sometimes easier to learn from one loss than ten wins.