Ah, Feedback

The word itself makes you tense, doesn’t it? We all crave the positive kind, the pats on the back that make you feel like a rockstar. So why do you wince when someone offers you feedback? Here’s the thing: no one enjoys criticism. ‘Can I give you some feedback?’ is hardly ever followed by, ‘You’re absolutely amazing.’ It’s usually the precursor to a critique.

Today, I’m presenting three keynotes. As you read this, I’m likely bang in the middle of one, speaking to teams from some of London’s finest hotels.

Part of my talk is about why complaints are a gift. Yes, a gift.

When a guest complains, it’s a chance to improve. Deal with it. Fix it. Delight your customer, live in the moment.

It’s better they tell you directly than broadcast it to the world online, exaggerated, lost where you have no control of the narrative.

But let’s be real, criticism stings.

And there’s only one thing worse… ‘It’s nothing personal.’

Really? Of course, it’s personal! Feedback is always personal.

Here’s how I see it. Treat all feedback like a Marks & Spencer jumper… with the gift receipt attached.

1. Say thank you: Appreciate the feedback and take a good look at it.
2. Choose your response:
   • Wear it: Accept and embrace it.
   • Swap it: Take parts that resonate and leave the rest.
   • Cash it: Politely acknowledge it, knowing with that receipt it’s £35 in M&S vouchers— which is as good as cash.

Always receive feedback with an open mind and enthusiasm, making the giver feel valued. You’ll know deep down if the feedback is valid.

Now, give me some feedback! I’d love to hear your thoughts on these messages. You can leave your feedback below.

I’ll send a copy of my book, 5 Star Service Amazon link to our favourite.

Be Brilliant!

Michael