Negative feedback is a great way to improve service. If DISH had known that they wouldn't have lost 350,000 customers they are now begging to come back. That's just one example.   I canceled all of my BOA accounts many years ago due to their profit centric ways.  

I do ask, in fact 3 questions:

1. What do you like about my business?
2. What should I stop doing/offering?
3. What should I start doing/offering?

Peter, I haven't had any clients complain, but once a year, I ask my employees to come in and give me a review of my performance. 

Thanks for the reminder and the comments, too.

The most interesting negative feedback was that my class on Real Estate Law scared her so she decided not to get her license.

We always send a survey for clients to fill out after each transaction.

As each day is a learning experience, I want to know what both sides of the coin are saying.

At least Koch listened, that is more than we can say of most politicians!

I can't recall that line of questioning but I think we are constantly learning while we carefully listen. What a missed opportunity for that BOA branch manager.  There is a lesson there for each of us.

Peter Testa I always asked during all phases of the transaction but one really never knew until the entire process. The only negative feedback I had that I am aware of was a disgruntled girl I didn't hire as a secretary and a fellow who didn't do business with my company but one with a similar name. I could not get Google to remove those remarks either.

Interesting .... if it was me I would dump any bank that took out the drive thru. Just doing that shows they have no concern for your time. Besides, it takes what seems like forever to do ANYTHING at a bank. Why is that?

I've honestly never asked point bank like the mayor did. 

Peter,

I am always happy to hear comments, and go from there.  I don't think of them as negative, but an opportunity to improve.  A

I've never asked....and I'm sure the team members do not ask....the testimonials say it all!!!

I have not asked that question.

If I were to get a negative comment, I would look at it as an opportunity to improve my services even if I thought the comment was unwarranted.

My response to a person giving me constructive criticism is first to thank them for bringing it to my attention. Then letting them know I appreciate their opinion, their honesty and let them know I will definitely take their words into consideration. I will then "sleep on it". If it is sometging I can change about me I will seriously ,\make a concerted effort to improve.

I used to send a survey but now I ask for testimonial.  

Negative comments actually tell you nothing new.

You don't give away free cars for many reasons. Such a comment would tell you NOTHING.

However, one will get much more meaningful input by asking about the service rated a 7. "What would allow you to rate this a '10' in the future?"

Now, that is something an agent CAN act upon.  Most often it sounds like....

"Answer your phone!"

I quit U.S. Bank because they held checks 5 days for verification and then only would give me a small amount of cash back. I now go to a customer oriented credit union where if I deposit $20K, I can get it right back in cash if I asked. 

Also, I want feedback on how I am performing. It helps me to do better, better Peter Testa. Great subject BTW! 

I can't say that I've ever directly asked that, but there are no barriers to communicaiton, so if someone had something to say they could say it.

No point in asking if you are not prepared to sit down and discuss their concerns, I alway strive to have those conversations when needed.

I do ask and if there is some expectation  that is not being met I adjust, as long as it's reasonable and legal

That is my question for them too, why did they close the drive through. I have only found one branch in all of NH that has one left

I do not ask it worded that way.  I have my own approach to inviting clients to provide feedback throughout the process. In the end, I ask about their experience and what they feel I could have done differently to make their experience better. 

Never....maturity, experience & know has answered this. Savvy shouts it out

I've yet to get negative feedback from a client, but once. And it was so out of line and so wrong I called my client on it and he actually apologized... he'd been having a bad week and I was an easy target that day.

As a "native" New Yorker who lived in the city when Koch was mayor, it matters not that he asked the question... the end performance was not great. But he got attention with the question.

I actually ask for it too, Peter and say upfront - "I want the negative too - I will put your suggestions to use in my business to improve upon my customer service. The next time we work together, your negatives will have long-since been addressed!" 

It is good to sample customer satisfaction. You have to know that some will be dissatisfied. You also have to know you can't keep everyone happy. You need to understand what you are doing, why you are doing it and do it to the highest level that you can. Make changes...improvements...as needed based on feedback. Explain reasonably why you cannot when you cannot.

Good question  we always need feedback.

Every once in a while I ask, but when we are face to face, I think it would be tough for them to answer negatively if they felt that way.   I have thought about sending out a review by a 3rd party.