What We Don’t Know

What We Don’t Know

I got a sandwich for lunch from a nearby restaurant and brought it back to the office.

When I opened the bag, I was a little disappointed. I felt the sandwich and the side of quinoa were a little small given the price.

“No worries. Maybe the ingredients and taste will make up for it,” I thought.

No luck.

The scary thing for the restaurant (or maybe not) … I wasn’t disappointed enough to put the time into sharing my thoughts with them. They were in that zone of mediocrity that doesn’t really deserve more attention. And, given my past experiences sharing my thoughts with other people, I just wasn’t up for another eye roll or some defense of a reason for subpar work.

So I quietly don’t return. And, I don’t encourage others to go.

For me … a reminder to seek and invite feedback rather than just wait for it. More below.

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An idea for more feedback…

I call 10 of our customers each week. My hope is to learn something new about how our products are used and/ or if there’s anything we can do to improve a product or one of our do-it-yourself meeting packages.

How did our material go over with your group?

Of the 10 calls, I usually connect live with someone 2 or 3 times. If I don’t connect live, I leave a message with the reason for my call and then email the person with a similar request for feedback. 2 or 3 of those people tend to call or email back. So in all, I get to connect with 4 to 6 of the 10 people I try to reach each week.

I always start with “How did our material go over with your group?” That and a few more open-ended questions usually leads to a good discussion.

Then, to 212 it and invite a little more (even when all feedback was positive), I ask, “Did you have any ‘I wish they did blank’ or ‘I wish they had this or that’ thoughts?” And, every once in a while, that leads to a little more insight on how we can improve.

And we love that here … and we love those who do it elsewhere. It’s inspiring.