Hvis du ikke ville ha min mening, burde du ikke ha spurt!

Noe av det som er bra med det jeg gjør, er at det setter meg i kontakt med andre selskaper som jeg tidligere har jobbet med eller for. I dag fikk jeg imidlertid litt nyheter som var skuffende.

For omtrent en måned siden brukte jeg et par timer på å fylle ut en omfattende undersøkelse som ble sendt til meg fra et av selskapene jeg jobbet for og nå jobbet med å integrere og videreselge. Jeg helte mitt hjerte i selskapet da jeg var der og elsker fremdeles deres folk og deres produkter og tjenester den dag i dag. Imidlertid fortsatte de samme grunnene til at jeg forlot selskapet, mens vi jobbet for å selge plattformen - oppblåst grensesnitt, mangel på funksjoner, høye kostnader osv.

Jeg markerte undersøkelsesinvitasjonen i innboksen min for å svare på undersøkelsen når jeg kunne bruke tiden. Senere den kvelden og neste morgen brukte jeg en god time eller to på å svare på undersøkelsen. Med et åpent tekstområde var jeg direkte og punkt i kritikken. Tross alt, som en forhandler, var forbedring av deres produkt inne my beste hensikter. Jeg trakk ikke slag og var veldig foran på det jeg følte kjerneproblemene å være. Jeg tok også opp talentet som hadde forlatt selskapet - de mistet mange gode ansatte.

Selv om undersøkelsen var anonym, visste jeg at det var sporingsidentifikatorer på innleveringsprosessen, og mine ærlige bemerkninger kunne lett identifiseres av selskapet som mine egne. Jeg var ikke bekymret for noen konsekvenser, de hadde spurt min mening og jeg ønsket å tilby dem det.

Gjennom vinrankene i dag (det er alltid vinranker), Fant jeg ut at kommentarene mine hadde gjenklang gjennom selskapet, og at jeg kort sagt ikke var velkommen til å samarbeide med selskapet for å fremme noe forhold.

Resultatet er etter min mening kortsiktig og umoden. At ingen kontaktet meg personlig, viser også mangel på profesjonalitet. Heldigvis for meg er det mange flere tjenesteleverandører ute på markedet som kan levere det jeg trenger for mye mindre penger og mye lettere å integrere. Jeg håpet å hjelpe det gamle selskapet mitt ved å gi noen friske, ærlige tilbakemeldinger.

Hvis de ikke ville ha min mening, skulle jeg ønske de aldri hadde spurt. Det ville ha spart meg noen timer av tiden min, og ingen følelser ville blitt skadet. Ingen bekymringer, skjønt. Som de ønsker, vil jeg ikke gjøre noe for å fremme noe forhold til dem.

10 Kommentarer

  1. 1

    One thing worth pondering here is whether the news you heard is official or just rumor. Offices are horrible places for rumor mongering, it’s quite possible that the people reviewing your submission just flipped out and said some things they shouldn’t have, and somebody nearby heard them and took it as official policy. The rumor then got distorted and transformed from a simple case of listening in to something much worse.

    Of course that’s just speculation 🙂 It’s also possible that you are cut off from whatever company in question you are talking about.

    But I think the question I’d be asking myself at this point is – do I care? If you have sore feelings towards this company (which is sounds like you do in your post), then do you really want to keep working with them anyways?

    • 2

      Thanks for the great feedback, Christian. I definitely wouldn’t have posted had I had any doubts regarding it being rumor or fact. It’s, indeed, a fact.

      The lesson for any company is that, if you’re not prepared to get very negative feedback, don’t send out a survey that solicits it!

  2. 3
    • 4

      Ross, that may be the best comment ever. I suppose what I learned is that many companies only pledge allegiance to the dollar and not their employees nor their customers.

      I don’t own shares in the company and I owe them nothing, so I shouldn’t be taking this personally. I’ll get over it quick enough and find a company that does want to listen.

  3. 5

    I think the real problem is that the company doesn’t understand the value of getting some straight forward, hard-hitting feedback. As Doug said, if you’re not interested in hearing the good with the bad, then don’t ask someone that might be honest with you. If all you’re looking for is good, positive, warm, fuzzy feedback. Then hand-pick the customers/clients you want feedback from, call them up and ask “What do you like about us?” One question, that’s it, because in reality that’s all it sounds like you’re really interested in hearing anyway.

    Forget about the fact that you might have a customer that knows a little bit about the service you’re trying to sell and what it means to actually use its fullest capabilities. The customer you’re ignoring might be the one that’s intelligent enough to know what questions should be asked by all customers and aren’t because 95% of them don’t know anything other than what you tell them about your own service.

    If you don’t want to fix or improve what you’ve got and make it better, don’t waste our time. There’s plenty of other services like yours we can “monkey” around with instead.

  4. 6

    No matter how negative the feedback the company should be taking it as an opportunity for improvement. You gave them exactly what they asked for they should be happy to get it.

    If they feel it is unjustified, ignore the bad and work on the good.

    All in all it is pretty poor behavior to ask for an anonymous opinion and then hold it against you.

    Why would I alienate someone that is reselling my product?

  5. 7

    I think this brings up a bigger issue. Companies need to be careful in what they say about people who are extremely active in social media (like yourself). They need to treat bloggers the same way they would treat a journalist. If they’re soliciting your opinion, they need to either use it as constructive criticism or ignore it. The worst thing they could have done is to let it get posted in your blog that they treated you like that. It doesn’t reflect well upon them at all.

    • 8

      I suppose that’s true to some extent, Colin. I surely don’t want folks afraid of doing business with me in the event something bad happens and I might blog about it, though. As you notice above, I never actually mention who it is and I wouldn’t ever do that.

      Some of my closest friends work for businesses and I wouldn’t ever maliciously attempt to hurt their business – but I will continue to be honest when asked.

  6. 9

    Doug, I am very sorry to hear that this happened. I certainly appreciate your feedback. For what it is worth – your comments do matter and they are appreciated.

  7. 10

    Same is true when someone asks any question, ie “what’s the difference between Indy &. . . . ” A real question I was asked recently. I avoided the answer because I knew it might be offensive to the asker. However, when it was asked the 2nd time, I responded & sure enough. . . the asker found it “offensive”. Even though the answer was absolutely factual.

    If we don’t want to hear the answer – to any question – then don’t ask in the 1st place.

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