TRIPLE III TIME: Are You Listening?

“We had received a few letters, and generally they were positive, but they would say:  ‘It’s really too bad you use those foam peanuts.  Have you thought of using something else?’ or ‘I am really going to have to start looking for another source if you guys don’t stop using them.’  People wanted to continue to order products from us, and they liked our service, but they objected to us using the foam peanuts.  I figured if so many people had taken the time to write to us, then there must be many more people thinking along the same lines.  So we stopped using foam and started using a tissue made from 100 percent recycled magazines instead.”

Patricia Gallup, PC Connection, Inc.

The purpose of sharing this quote regarding customer feedback from a quality company is to ask you the question about your customers:  Are You Listening?

Many times workers in companies and/or agencies who are responsible for collecting customer status or satisfaction information do not give this function the continuous improvement attention it deserves.  Although it is true that customers are not always thoughtful and complete in their responses to quality survey requests, you can never assume you won’t find that “gold nugget” suggestion somewhere…sometime!

This week’s TRIPLE III TIME message:  Are You Listening? is fully intended to force everyone to question themselves about their customer service follow-up process.  Do you do it just because you must…or in search of a good idea?  Do you really pay attention to the responses…or do you just check off who responded and how many?  Or is your customer follow-up process outdated and just an assignment…and thereby self-defeating in its purpose?

Great companies/organizations put stock in getting quality feedback from their customers.  Are you GREAT?

Picture 2

About Inspiring Innovations, Inc.

Marv Pichla is currently the owner and Creative Advisor for his own small business, Inspiring Innovations, Inc. Sharing his unique experience with entrepreneurship and innovation in public service, Marv consults with public and private business, education, and community organizations to develop new and different problem solving methods through real-life example-based learning. Prior to starting-up Inspiring Innovations, Inc. Marv served as Executive Director for Thumb Area Michigan Works! As Executive Director, Marv used public sector innovation as his guide for the organizations regional career development, employment service, education and strategic planning initiatives. Finally, Marv was raised on a farm in the Thumb Area of Michigan where he claims he received the education principles he values most. However, he obtained his Bachelors and Masters Degrees from Center Michigan University in Public Administration and eventually his Ph.D. from Capella University in Minnesota. Marv can be reached at:

Posted on September 30, 2022, in COMMUNICATION LIVES. Bookmark the permalink. Leave a comment.

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: