Feedback follow up

I’m a feedback form nut – I’ll freely admit it.

I get a strange sense of glee whenever I’m asked by a business to provide feedback.

I’ll fill in a feedback form at a dodgy roadside diner, when my bank asks for it and even those annoying online survey requests – I just like to give feedback.

You know what I like even more? When someone acknowledges that feedback.

I recently stayed at Lilianfels Resort and Spa in the Blue Mountains. It was, in a word, “divine”. I diligently filled in my feedback form and even posted a great review on Trip Advisor.

Nothing strange there, I review most of the hotels I stay at online and I also fill in a feedback form whether I’ve had a good or bad stay at every hotel I go to.

What was different with Lilianfels was that a few nights after returning home our phone rang and it was the general manager calling to thank us for our feedback on the facility and staff – we’d particularly mentioned staff member Patrick who was extremely helpful.

The GM said he likes to call everyone who takes the time to leave feedback. The phone call went for no more than a minute or two but it left a huge lasting impression and it’s the first time I’ve ever had this type of follow up – and trust me when I tell you I’ve left feedback that really should have been followed up in the past!

 Well done Lilianfels and if you’re going to the Blue Mountains in NSW I wouldn’t recommend you stay anywhere else.

What can you do to “Lilianfels” your business today? Are you asking your clients and customers for feedback and then, most importantly, what are you doing with it after you receive it?

Kirsty Dunphey is the youngest ever Australian Telstra Young Business Woman of the Year, author of two books (her latest release is Retired at 27, If I Can do it Anyone Can) and a passionate entrepreneur who started her first business at age 15 and opened her own real estate agency at 21. Now Kirsty does lots of fun things which you can read about here. Her favourite current projects are Elephant Property, a boutique property management agency, Baby Teresa, a baby clothing line that donates an outfit to a baby in need for each one they sell andReallySold, which helps real estate agents stop writing boring, uninteresting ads.