In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother.
The following is a lightly edited transcript of the video below.
“Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.”
Does that sound familiar to you? It might if you’ve ever been in the back of a ride-share app or you’ve engaged with a customer service agent. With the ubiquity of mobile devices, instantaneous surveys are on the rise. Whether it’s in-app, on-screen, via text or email, your customers are getting more surveys than ever before.
When Surveys Tell a Skewed Story
Survey score begging: Would you do that to your mother? Yet around the world, people are being forced to beg for those survey scores. This is because the scores, not improving the customers’ life, has become the endgame. And this has removed the appreciation and the grace that should accompany less than perfect feedback.
And—drumroll please—”please give me top scores” has earned a ranking as the fourth most annoying question ever uttered in DialogDirect’s Customer Rage Survey.
Shift the Mindset
A less than perfect score is an opportunity to improve, not a failure in performance. Leaders, when you shift your attitude and how you pay people to embrace the gift of feedback, you will become a different kind of company, and your customers—and your mom—will be forever grateful that the begging has ceased.A less than perfect score is an opportunity to improve, not a failure in performance. #MakeMomProud #CX Click To Tweet
For another video on survey begging and how we must shift our thinking, click here for another episode of my Daily Dose series.
Here’s a comic that summarizes this “Would You Do That To Your Mother?” moment; click on it and right-click (Ctrl-click on Mac) the image to download it for your team. Let’s make this a movement!
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