What Your Critics Want Most
August 5, 2009
Here’s a thought to remember the next time you are criticized . . .
What your critics want most is to know that they have been heard, that someone took them seriously, that they weren’t put down or laughed at or ridiculed for whatever they are unhappy about.
Just being heard is a big deal.
Recently my wife and I lodged a complaint with a merchant. The details don’t matter except that it had to do with an issue regarding how things were said to us. We were unhappy when we went to the store, and we were satisfied when we left 20 minutes later. The man we talked to listened carefully, asked some questions, and then called his boss in to join the conversation. Instead of lecturing us, he offered to do whatever it took to help us, and then we talked through the issue.
We said everything that bothered us, and they took us seriously. They apologized for not communicating with us more clearly. And then we talked through various options. In the end, it was clear that nothing else needed to be done.
So we left on good terms. We walked in frustrated and walked out satisfied. And yet nothing changed except our perception of how we had been treated.
That’s good customer service. It’s also a good remainder for dealing with our critics. Sometimes people just want to be heard.