Unfortunately most feedback is either handled horribly or goes in “one ear and out the other”. Mishandling complaints this way is why a company’s performance never improves.

A more effective solution to deal with feedback is establishing a 3-step customer feedback process:

1. Gather customer feedback.
2. Take action.
3. Communicate company feedback.

Step 1: Create a process for gathering customer feedback

First, decide how you will receive customer complaints and feedback. Focus on making it effective and efficient for both your customers and your company. Will one person be responsible for collecting feedback, such as, a dedicated support email address manned by a customer service VA, or will you set up webforms and collect all feedback in a centralized location, which you’ll then schedule reviews of regularly? You may even decide to set up a hotline so people can call in and voice their feedback. This decision will usually depend on how large your company is and how wide range the issues you have to handle are.

Step 2: Take action

Once you receive a complaint or suggestion, use it to take action. Remember, collecting feedback is of no value unless an action or change occurs.

Creating processes, procedures and templates for common issues are key to being efficient and improving your businesses performance. For new issues, have your team leader weigh the urgency of the matter and either offer a solution immediately or have a meeting with pertinent personnel to discuss the issue and best solution. Asking for your team’s input on issue resolution builds morale. Before any new procedure is made public, if possible, send an internal memo to your company and update them on any new procedures, again asking for any additional feedback. That ensures everyone is on the right page and taking correct actions going forward.

Step 3: Communicate company feedback

When you take action following feedback, let everyone know! This will show people that you really listened, and it will ensure that people continue to offer feedback in the future.

For example: if you receive several emails that a link was “dead”, reply to those that directly emailed you and send out a mass email with the corrected link and thank those that alerted you.

Following up on Feedback is Flattering

An important part of managing complaints and feedback is making sure that your customers are satisfied with the outcome of their feedback.

For instance: If you’ve received notes from your customers that they’d like to attend your events but are unable to because of the distance, it would be worth sending them a personalized note if you start offering alternatives (virtual events) or buddy discounts.

This is where it can be worth following up with every person who takes the time to provide feedback. Ask them directly if they’re satisfied with how you handled their complaint or feedback.

BONUS STEP—Conduct Surveys!

As well as creating a process for gathering feedback and complaints, you could also send out satisfaction surveys.

This helps to identify the metrics that you need to measure by instigating the communication.

Be sure and ask specific questions. Vague questions – such as “Are you happy with the program?” – rarely provide enough data to implement real change. More specific questions – such as “How easy did you find the membership forum to be?” – give you much more usable information.

Change Your Mindset

For true collaboration and resolution to take place, you and your team must take responsibility for the problem, and let the person know that you’ve heard their views.

If dealing with customer complaints and feedback is uncomfortable for you, practice. Set up phone role-playing time or conduct a scenario of “heated” email back and forth. This will give you the opportunity to think through your immediate response, prepare your adjusted response and deal with difficult situations much more effectively.

If you want to be a successful entrepreneur, but are finding it difficult, it’s time to increase your motivation.

The first step is to identify what de-motivates you and then tackle these areas head on. Create a table, like the one below and take 15 minutes to reflect on things that steal your motivation. List these under the column, De-motivators.

Now determine if these de-motivators are occasional (unexpected visit from family; or being under the weather), or are they habitual (leaving tasks unfinished; or saying yes to everything). Mark the cause, circumstantial or habitual, in your table.

Next comes the solution column. If circumstantial factors bother you, then get a grip on exactly what is it that “switches you off” and try to nip that de-motivator in the bud. If you can’t kill it immediately, at least list the solution.

If you find that the de-motivator is a recurring habit, you have to acknowledge it as a serious problem, which may undermine all the good work you want to accomplish. You need to bring motivation and passion to the activity.

Establishing clear motives for the actions you undertake is one of the best ways to create motivation. Remember the old ‘What’s In It For Me’ principle? You can apply it to yourself to create motivation.

Once you have figured out that the effort you make fulfills a need that you have, the effort will automatically become much more worthwhile.

Looking back to the de-motivator lists that you drew up, are there any that you can’t do much about? If so, figure out why you are putting up with these de-motivators. If any of these can’t be justified for making an effort to endure them, then you need discover ways to simply eliminate these de-motivators.

Find your passion.

Passion is a great motivator. It is what gives the ultimate meaning to your actions. Being fiercely passionate about goals and targets helps give you an edge.

Passion does have to be handled with precision. Identify your passion and then use it with laser sharp focus to achieve your goals.

Step 1 – Define your passion

What “fires you up”?

Answer these three questions:

1. What would I want my life to be like when I am 60?
2. What do I want to have accomplished 5 years from now?
3. What are the three things I would want to do if I only had 6 months to live?

If you come up with multiple answers, focus on the top three answers for each question.

Now narrow that down even further by selecting three that look most important to you, overall. Since these three goals are very important to you, you should naturally be passionate about achieving them.

Step 2 – Harness Passion Energy

Once you have set inspirational goals, work out what you need to do to achieve them.

Identify the key information and training you need to achieve them effectively, and think through the tools you’ll need and the people you’ll need support from on your way.

Entrepreneurs, who first craft a well thought-through plan of achievement, have a much easier time turning their goals into reality. This is because they have identified why they are doing what they love to do  and now are much more ready to tackle the how.

Take your passion, and make it happen…

Download audio file (What-A-Feeling-Make-It-Happen-Flashdance.mp3)

My Facebook Friends

I am not one who loves to be annoyed. I don’t go on Facebook so that I can feel better about myself by reading your status updates and scoffing. No the reason why I return again (and again and again!) is because I thoroughly enjoy seeing your smile, “hearing” your laugh, and getting inspired to do better in my own personal life.

So for the following reasons, I say thank you, dear friend, for being such a great Facebook Friend:

You entertain me!
Whether you say something hilarious, share a funny video or repost humor…you always make me smile. A twinge of your sarcasm or social awareness humor is my favorite! I confess, often times I visit your page, just to giggle

You are an Insightful, Truth Teller.
You speak so eloquently and always raise my inner-game to another level. Your pinpointed thoughts are like mental food that opens me up to a deeper level of understanding people, feelings, actions, reactions, business strengths and even weaknesses.

You share neat stuff!
Ah, I love how you turn the news feed into a playground!

You are a connector.
Not only do you discover the goodies you freely post your latest finds. This enables me to stay in the know of great resources worth checking out. I appreciate your willingness to point me in the right direction!

You bring “it” up.
Just like the whistle-blower, you point out the taboos that I have shut out and ask me — ever so gently –to wake up! I appreciate the juicy articles and studies that push me to act.

You teach me.
I learn something new every day on Facebook thanks to you.

You make me a better person.
With each post you give a glimspe into what truly connects us…our humility and humanity towards one another!

I am so grateful to know each of you. It is a pleasure to take a deep breath in the day and see you and your status in my stream