“The journey is what brings us happiness, not the destination.” – Dan Millman
As a business that relies on outsourced Managed IT services, receiving a negative Smile Back score can be disheartening. It can feel like a reflection of poor service and unmet expectations. However, much like the journey of Chris Gardner in “The Pursuit of Happyness,” where his struggles ultimately lead to success, a negative review can be the catalyst for positive change.
Discovering Hidden Issues
One potential outcome of a negative Smile Back score is uncovering a toxic employee within your own business. This feedback might reveal that the employee has unrealistic expectations or a negative attitude, which can be addressed to improve the overall work environment. Similarly, a negative review might highlight issues within the IT provider, such as an employee who lacks good customer service skills. Addressing these issues can lead to a more cohesive and effective team.
In “The Pursuit of Happyness,” Chris Gardner impresses a potential employer by solving a Rubik’s Cube but ends up stuck with an expensive taxi fare he can’t pay for and has to flee. This gut-wrenching moment mirrors the feeling of discovering a negative Smile Back score. Just as Gardner’s quick thinking and resilience turn a bad situation into an opportunity, addressing the feedback can lead to uncovering and resolving deeper issues.
Identifying Broken Processes
Negative feedback can also shed light on broken processes within the IT provider’s operations. Just as Chris Gardner’s hardships pushed him to find innovative solutions, a negative review can prompt the IT team to reevaluate and improve their workflows. This might involve streamlining procedures, implementing new tools, or enhancing communication channels to ensure smoother operations.
Consider the scene where Gardner shows up to his final interview wearing a T-shirt. When asked what he would say if someone walked into an interview like that and got hired, Gardner responds, “He must have had on really good pants.” Despite the embarrassment, Gardner’s honesty and determination shine through, leading to a positive outcome. Similarly, a negative review can feel like a setback, but it can also highlight areas for improvement and drive positive change.
Enhancing Training and Support
Sometimes, a negative Smile Back score indicates that additional training is necessary for our end users. This feedback can highlight gaps in knowledge or understanding, prompting the IT provider to offer more comprehensive training sessions. By investing in user education, the IT company can empower our employees to use their systems more effectively, leading to higher satisfaction and fewer issues in the future.
The Importance of Follow-Up
For any of these positive outcomes to occur, the IT provider must have a robust customer happiness survey system, like Smile Back, in place. Additionally, there needs to be a process for following up on mid and not happy scores to drill down into what happened. By actively seeking and addressing feedback, the IT provider can turn negative experiences into opportunities for growth and improvement, much like Chris Gardner’s journey in “The Pursuit of Happyness.“
David Walter is an author, speaker, and sales trainer. His claim to fame came from a cold-calling hot steak, during which he set 15 appointments a day for six months straight. He later ran a marketing call center, helping companies make millions. His book is a # 1 Best-seller on Amazon. He is now the VP of Growth at Resonant Technology Partners, a Lyra Technology Group Company.