Are you BRAVE enough to restore relationships (external Closed Loop Feedback) with customers?
That thought hit me this weekend when thinking about the experience I shared last week. In spite of the failures in the experience, they...
Were BRAVE enough to try and restore my relationship.
The Service Manager called.
The Service Advisor called.
They were brave enough to seek out the negative feedback.
That's a huge part of having a Total VOC approach
Is your company brave enough to have that Total VOC approach?
Is your company brave enough to have a repeatable, disciplined, eCLF (external Closed Loop Feedback) process to RESTORE relationships?