Facebook share
LinkedIn share
Google plus share
Twitter plus share
Give Advice
Ask For Advice
Page 10 of 12 FirstFirst ... 789101112 LastLast
Results 91 to 100 of 119

Thread: Taking negative customer feedback

  1. #91
    Silver Member Jellybean9's Avatar
    Join Date
    Oct 2018
    Location
    Out of this world!
    Posts
    465
    Gender
    Female
    Congrats on the bonus!

    From a quick skim through. Sounds like you've worked hard for it :)

  2. #92
    Super Moderator annie24's Avatar
    Join Date
    Oct 2004
    Age
    39
    Posts
    46,962
    Resurrecting this thread. Ugh. I've had some ups and downs at work, mainly ups. I had a good performance review and got a good year end bonus which was nice (like a month's pay). Earlier this week, a customer wrote to me to really say that he's impressed with the service me and the engineers provided him and that he wants to have my boss's email to tell him that himself. So that was a nice win and it's good to hear. We don't always hear positive things.

    Then yesterday...... I spent most of last week helping a lab with their new purchase - teaching them how to use it, doing test runs. I was there for almost 4 days and my boss came along for one of the days. This is normally a 2-day training so I actually provided some extra sessions to them that most of our customers don't get. I asked them to reserve a conference room with a projector, but they did not, so I had to email the slides to everyone and go over them in a circle. So that was frustrating, but whatever. It's not ideal because having a "classroom" setting for the presentations is much better. Then they asked me to come in in the morning but when i got there, they told me they had another meeting to go to, so I just sat there for half an hour catching up on emails.

    Anyway, I went over all the material (my phone was always away!) I'm very honest and if I don't know something, I tell them I don't know it and I look it up and give them the answer. Anyway, my boss was there for the training one of the days and he thought it was good. The lab is already using some of our other products so they already knew a lot. Anyway, they were all smiles, said everything was good no other questions.....

    Then I get a call from our sales woman saying that they complained. They were apparently texting their boss that I was doing a horrible job, didn't seem to know what I was talking about, and not paying attention to them (btw, their boss is on vacation so what are they supposed to do?) My boss is standing right there, and I'm right there, so if they had a question, why did they not ask me? I wasn't ignoring them either, someone else was asking me a question and they asked me to move off to the side so our conversation didn't bother the people doing the work/calculations. So apparently they hated my training and want someone else to do it all over again. Ugh

    It's so frustrating and I talked to both my manager and sales. Sales wants to send in someone new right away. Schedule-wise, that's not really possible. I've had other interactions for the last year with another member of the lab and their boss for the last 6 months and they've all seemed fine with me. First I was sad, but now I'm really angry. They didn't schedule a conference room for me, they tell me to come in at 9 AM and then I get there and they tell me they have another meeting to go to, then they tell me that they want a new training (desipite the fact that we did the experiment, twice, and it worked). Most of the time, the official training is just 1 experiment.

    I told sales (who is meeting with the PI) that I want a bullet list of the topics they didn't understand. I sent them all the slides/materials, I sent them training videos in advance and other information, so what do they feel I didn't cover or they didn't understand? That's ok not to understand everything right away but it's so rude, that they're texting the boss that I suck while I'm literally there to answer their questions.

    I honestly never want to see them again. My boss said that's ok. It's a shame too, because I live really close by, and the whole last year, I've been getting emails from people in the lab asking for urgent help and I've always tried my best to answer their problem as quickly as possible (even if they don't respond to my emails back in a timely manner).

  3. #93
    Platinum Member
    Join Date
    Mar 2006
    Posts
    51,383
    Ugh -that sounds so frustrating Annie!

  4. #94
    Platinum Member catfeeder's Avatar
    Join Date
    Nov 2008
    Location
    New Jersey
    Posts
    22,735
    Gender
    Female
    Was this the same place that had the phantom problem that launched this thread?

    I wouldn't permit the complaints to be anonymous. I'd ask the person who received the complaint to name the source, and I'd ask my boss for a plan on how he wants to address that person directly.

    Consider each site to have certain common archetypes: there will be one stakeholder who champions your products and services, otherwise who follow that champion as their leader, and at least one insecure person who's flailing at their job and may target you as a scapegoat.

    if you can mentally grasp that this is a potential outcome at any site, you can craft plans in advance as to how you and your team will handle such complaints. There's no need to justify all you delivered, especially when it's above and beyond normal services and appeared to succeed in spite of roadblocks and customer fails. When you can just factor in the odds of stumbling into scapegoat territory, you can have standard contingencies you reach for without internalizing and personalizing the situation.

    It's never fun to encounter unfair criticism from customers, but since your experience is teaching you that customer sites can be landmines, you can adopt of view of these situations as a mere Plan B, and then put that plan into operation and write it off emotionally as meeting your jerk quota for that quarter.

    Head high, and build the jerks into your plan. You'll thank yourself later as you roll with the next one without much concern for your stomach lining.

  5.  

  6. #95
    Super Moderator annie24's Avatar
    Join Date
    Oct 2004
    Age
    39
    Posts
    46,962
    It's not the same lab as the first complaint, but from the same hospital. Maybe the people who work at this hospital are more difficult than the average customer? I don't know. It's definitely a pain to get into that hospital. Every time I go in, they act like it's the first time I've been there and they've even not allowed my coworkers in at all at times. Even with an appointment to meet someone.

    As of now, the plan is that the sales person is going to meet with the lab director and the people who complained. My manager is going to call the lab director to speak to her as well. I'm not invited to the meeting. I told the sales person, and I plan to tell my manager, I just don't want to go back there again. If they can find someone else to go in and teach them, then fine. Just don't bother with me again. The last thing I need is to go in alone, and then find out they complained about something else after being all smiles. It's so frustrating.

    I'm pretty attuned to the "walking into a minefield" when the instrument is broken and the customer is under a deadline and I know that tempers can be quick. But this has been different - walking into a new installation training, people are usually cheerful and happy, but maybe the lab members were on high alert because the senior people weren't there to tell them what to do or what to expect. Who knows.

    I think they won't "call out" this customer on bad behavior because they are a very large account and a source of tons of $$$$ in our area. I think they'd just rather do whatever this customer wants, apologize for the bad experience, and then send them someone new. Both my boss and the sales person said they have total confidence in me. I just feel horrible. I need to toughen up somehow. I definitely don't want to go back there. I don't want to work with them at all if they think so little of me. I don't know - my previous experiences with the lab director and the senior technician were positive, but they were on vacation during the training so I'm guessing that the complaints came from the junior people in the lab (the ones texting their boss that I sucked during the training). sigh......

    On a weird related note, my male coworker took over the two accounts that complained about me at the start of this thread. Both gave him good reviews and my male coworker wound up winning an award for doing a good customer service job. I'm happy for him, he's very good, but part of me feels crappy that he had to swoop in and "fix" my situation, and he's going to have to do it again.

  7. #96
    Platinum Member
    Join Date
    Sep 2009
    Location
    Oregon
    Posts
    1,911
    Gender
    Female
    Annie, since it was the same hospital network, there may have been some conversation or a connection from the experience at the beginning of the thread.

    Another thought- possibly sexism. Or racism (not knowing your ethnicity).

    If you did everything you could, and your boss thought you did well, then you let go and move on.

    As far as the projector and the surprise meeting change - communication might have helped as reminders/confirmation a few days before. "Is the projector reserved and will it be set up and ready to go?" (Or just bring your own projector.) And: "Just reconfirming our meeting with John, Justin, and Angela on x day at 9:00. Which room is reserved for us for that day and time?"


    After your training, be sure to send an immediate follow up email thanking them for their time and giving them an opportunity for feedback and further questions.

    Other than that, don't take it personally - it is probably nothing to do with you but more to do with them, and the system.

  8. #97
    Super Moderator annie24's Avatar
    Join Date
    Oct 2004
    Age
    39
    Posts
    46,962
    Yes I thought about that - it is possible someone from the previous lab knows someone in the current lab and they had a conversation about me which gave them a bad impression of me at the start. :/ There's another man in a whole different lab that I know hates me (but honestly, he hates everyone else at our company and is rude to us, even when we've gone above and beyond to resolve his problems). I saw him last week in passing and he looked at me like I was day old garbage.

    Yup, I will have to do that in the future - send the follow up emails before the meeting to make sure they have a room for the presentations. This is honestly only the second lab that has ever not booked a conference room. The first was earlier this month, they are a tiny start up company in a tiny office with only 2 employees and no conference room. So I understood that, but this is a large hospital with dozens of rooms to book.

    I am so good at taking things personally. :( My boss tells me this job is sometimes more psychology than science. I often think of just teaching the facts - this is how the machine works, this is how you use it.... I'm not always thinking about their emotional needs. That's hard to judge. This lab is actually quite experienced with our technology, so I didn't want to be patronizing to them, so I may not have delved into the basics as much as I did at the other tiny startup company. I saw that the lab was doing one thing incorrectly that's been known to cause problems with the instrument. I pointed it out to them and they said, "well, that's how we've always done it." I said it's not our recommended practice and we highly recommend not doing that, but I can't make them stop." She looked at me like she didn't believe me. Actually, the people who I think complained are fresh out of college, really green. I'm not sure if it's them or not but they are the ones who were probably texting their boss that I sucked. Maybe they didn't understand the technology as well as the senior people in the lab. Whichever coworker goes in next, I will tell them to look out for the fact that they are doing X incorrectly and that can cause huge problems. Maybe they will believe the second person.

    ugh. My boss and the sales person just said don't worry, we will figure this out. Nancy, the woman who previously held my job moved to a different role in the company. She said she was trying to help a customer who was complaining about the instrument. Her first step was to inquire about their experimental protocol, they insisted it was not their fault, they wouldn't share their protocols with her. So she had really a tough time trying to figure out what was wrong if they wouldn't share it. Finally the guy at the company sent a really nasty email to everyone at our company he could, from the mail room guy to the VP, telling them that Nancy was the absolute worst. Nancy's boss just said the customer was being unreasonable but it would be best to take her off the case. So they did and they sent in a different coworker, Greg, who is big and tall and intimidating. He sat down at the customer site and insisted on seeing their protocols, end of story, wasn't going to help them unless they showed him. So.. that is somehow that we just try to fix it. Sometimes we'll send in someone else and just hope that they'll respond better to someone else.

  9. #98
    Super Moderator annie24's Avatar
    Join Date
    Oct 2004
    Age
    39
    Posts
    46,962
    i used to be this company's customer for many years. I remember when i was trained (actually, Greg was my trainer), I think i absorbed about 15% of Greg's training. Not because he's bad or the training was bad- he's very good and smart. Just that the subject material can be dense, and I knew I wasn't going to understand it all at first, but it would come over time as i used the machine more. I guess not all of our customers think that way - i don't know - maybe some are expecting it will be crystal clear right away?

  10. #99
    Platinum Member mustlovedogs's Avatar
    Join Date
    Feb 2016
    Posts
    3,987

    Taking negative customer feedback

    I see a lot of facts and statements in your post, and you acknowledge that the emotional side isnít quite there.

    So my two cents: I have probably two dozen or more salespeople who call on me and my colleagues. Weíve had to ask the really technical ones to be off our account. Why?

    We donít need really technical. We need someone who answers our questions clearly, is responsive in a timely manner, and who is easy to get help from. Oftentimes, the really technical ones are so bogged down in the details that they canít simplify it for customers or theyíre interactions are awkward and it makes it harder to work with them.

    Our very best salesmen is not technical at all but is super charismatic. He gets us our answers in a dumbed down way and is easy to talk to.

    Not saying any of this is true or not true for you, but thatís my experience.

    ETA - If your training isnít clear or expectations arenít aligned, thatís on you and the other members of your team. If I had training and could only reasonably expect to walk away with 15% of it, I would be pissed. That means the training isnít done correctly IMO. But thatís why the sales people need to have these conversations in advance, align expectations, and establish a plan to reach competency.

  11. #100
    Super Moderator annie24's Avatar
    Join Date
    Oct 2004
    Age
    39
    Posts
    46,962
    But Iím not a sales person - I am the one teaching the technical aspects. Itís like, you canít really learn how to drive a car in 2 days. I mean, you can probably teach someone the basic rules of the road and basic operation on how to drive, park, reverse. But itís just going to take time and practice to be good at it, especially navigating in challenging weather for example or parallel parking in a tight space- more than 2 days. And weíre certainly available to help, Iím happy to come back when they need extra training or need questions answered via email.

    to add - they already proved their competency - twice with 2 good experiments. My friend I was talking to about this just thought they needed and wanted mite hand holding. I thought they did a good job in training and they were ready, I guess they did not and they didnít trust me.
    Last edited by annie24; 05-28-2019 at 12:11 AM.

Page 10 of 12 FirstFirst ... 789101112 LastLast

Give Advice
Ask For Advice

Tags for this Thread

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •