Feedback IS A GIFT. RECEIVE gratefully & gracefully.
Our constant pursuit of doing better & better.
HEARTISTS SEE FEEDBACK AS A GIFT.
When guests share how their experience could be improved, they really are giving us a gift. They’re offering us a chance to help the next guest we welcome enjoy an even better day and stay with us. When a colleague shares feedback on how something we said or did could be even better, they’re offering us a chance to grow. Receiving feedback with grace tells people we love to hear from them, especially when they think we can do better. What they’re really doing is showing us they care. When we’re learning to take on feedback, it can be tempting to reject, defend or avoid the feedback. But a better response is to get curious. Because curiosity is where ideas come from. When we are curious about feedback it gives us ideas on how we can grow. Being curious means we start imagining how we could be even better, and what is possible for us, if we do learn and grow. And Heartists love to learn and grow.
Learning ~ we love feedback. Being right or perfect ~ we hate it. WHEN WE ARE OBSESSED WITH: Providing an exceptional guest experience means we are in constant pursuit of doing better. We are curious and we care, we don't always wait for feedback to come to us. We ask for it. And we're authentic when we ask. A study by Forbes tells us that the more you ask for feedback, the more effective you are: 86% more effective than those who don't. We've all been out for dinner and had the wait staff ask us how our meal is. Did you feel like they even cared if you'd enjoyed what you'd eaten? Did you say the food was fine, even if it wasn't, because the employee was already walking away from your table?
104 | FOUR: PEOPLE HATE TO BE WRONG
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