Is "Nice" a four letter word?
Kevin F. Clune, CLP
If you are making your New Year’s Resolutions, you might want to exclude “being nicer in your workplace” from your list. This is the advice in a year-end WSJ article by Rachel Feintzeig. The author alleges that being nice has resulted in “stalled projects, low performers, and resentment that festers”.
This insight actually struck a nerve with me and I wondered if the same advice could be applied to business relationships. I believe that most business owners do appreciate honest feedback. It not only provides an opportunity to explain a policy or a decision, it also can challenge companies to change a process or add enhanced services. A few probing questions would be most revealing.
1. How did your customer experience compare to other leasing companies you may have used?
2. What improvements could be made to the delivery of our service from beginning to end?
3. What additional services could we offer to meet your financing needs?
Even though Clune & Company has received many positive reviews, the silence from others leaves us in the dark. Surveys are never ideal or very scientific due to the lack of response. For me personally, I rarely write reviews.
Customer retention may be at an acceptable level but one is always left to wonder about the silent minority of clients who are non-communicative. Therefore, some “radical candor” would definitely be refreshing and very much appreciated so that we aren’t left to speculate about customer satisfaction.
At some workplaces, the recipients of this “unvarnished feedback” are also expected to “defend themselves or make changes”. Similarly, a customer critique of a business could give the owner the chance to explain an action or, better yet, be a catalyst for a policy or process adaptation. While not compulsory, an honest assessment from a client is most welcome and can be very beneficial.
Finally, the process dictated, “employees who didn’t change their behavior after getting feedback were dismissed or left”. While harsh, this is really tough love on the job. In a business relationship, the outcome can be even more brutal. The provider may be totally unaware of their customer’s needs and they may lose their business if they don’t offer a vital service. However, if they are told of the needs/desires of their customers, there may be a way to accommodate their request. For example, in our role as a lease finance provider, our company has a stake in the success of our customers and we will strive to serve their needs.
Therefore, the Clune New Year’s Resolution is to welcome “radical candor” and respond accordingly.
Happy New Year,
Kevin F. Clune, CLFP
Clune & Company
