Se non quixeches a miña opinión, non o deberías preguntar.

Unha das grandes cousas sobre o que fago é que me pon en contacto con outras empresas coas que xa traballei ou para as que xa estiven. Hoxe recibín un pouco de novidades decepcionantes.

Hai aproximadamente un mes, pasei un par de horas cubrindo unha enquisa completa que me enviou unha das empresas nas que traballaba e agora traballaba para integrarme e revender. Derramei o corazón na empresa cando estaba alí e aínda amo aos seus xentes e aos seus produtos e servizos ata o día de hoxe. Non obstante, as mesmas razóns polas que deixei a empresa seguiron aparecendo mentres traballabamos para revender a plataforma: interfaz inchada, falta de funcións, alto custo, etc.

Marquei a invitación á enquisa na miña caixa de entrada para responder á enquisa cando puiden dedicar o tempo. Máis tarde esa noite e á mañá seguinte, pasei unha ou dúas horas respondendo á enquisa. Cun área de texto aberta, era directo e ata o punto nas miñas críticas. Ao final, como revendedor, a mellora do seu produto estaba dentro my mellor interese. Non puxen ningún golpe e estiven moi adiante no que sentía que eran os problemas fundamentais. Tamén traín o talento que deixara a compañía: perderan moitos bos empregados.

Aínda que a enquisa era anónima, sabía que había identificadores de seguimento no proceso de envío e a empresa podía identificar facilmente as miñas francas observacións como propias. Non me preocupaba ningunha repercusión, pediran a miña opinión e quería ofrecérllela.

A través da vide hoxe (hai sempre unha vide), Descubrín que as miñas observacións repercutían na empresa e que, en suma, non fun benvido a traballar coa compañía para promover ningunha relación.

Na miña opinión, o resultado é miope e inmaturo. Que ninguén me contactase persoalmente tamén demostra falta de profesionalidade. Afortunadamente para min, hai moitos máis provedores de servizos no mercado que poden subministrar o que necesito por moito menos diñeiro e moito máis fácil de integrar. Esperaba axudar á miña antiga empresa aportando comentarios frescos e honestos.

Se non querían a miña opinión, gustaríame que nunca o preguntaran. Aforraríame algunhas horas do meu tempo e os sentimentos de ninguén serían feridos. Non te preocupes. Como eles desexen, non farei nada para promover ningunha relación con eles.

10 Comentarios

  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
  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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