Feedback is our bread and butter.
We’re experts at helping individuals and organisations get useful, actionable feedback to help them focus their energy for the most positive results. And we’ve developed Engauge’s solutions in response to requests from our clients, but in thinking through our exciting plans for the future, we realised that we were missing an obvious step.
We had never pro-actively gone out to our clients and asked them what they thought about Engauge and the way we work. It wasn’t that we didn’t care, or that we were complacent about our customer relations. Far from it. We’ve always been hugely committed to exceeding expectations and building relationships on trust.
So how could we forget to ask for feedback from our own clients when feedback is what we do?!
Looking back, I think it just felt uncomfortable to be asking our clients directly what they thought of us. We were concerned that they would feel inhibited about telling us any of the bad stuff because we get on so well and they wouldn’t want to make us feel uncomfortable.
Well, Doh! That’s exactly why we focus so much on making everyone comfortable with being completely honest when we do our 360 degree feedback work for clients. So what’s the secret? Using a third party specialist you trust to do the job brilliantly. And we found them.
We asked The Foundry House to talk to a cross section of our clients from different industries and give us the low down on the feedback from our customers.
What our customers think
There were things we could do better, like meeting with clients more often to discuss their upcoming projects. There were aspects of our service that clients felt were there before and had slipped down the agenda over the years – and they wanted them back. For example: generating new ideas for them and talking through ways they could improve their feedback channels with employees. And there were some enormously valuable suggestions for new solutions which we’re now working on so watch this space!
In addition to comments about our work, there were generous offers of collaboration from some of our much-valued long term customers, for which we are hugely grateful. And some invaluable insight into what makes us different. The conversations also helped us with the design and content of our new website.
The overall message from our clients was – “We want more Engauge.” More conversations, more input, more connections, more products, more services. We are enormously grateful to everyone who took the time to share their views and we’re popping with excitement over the ideas and new initiatives that the feedback has generated.
We’ll be writing about them individually as we launch them so if you want to get the news as it happens, you might want to sign up for our quarterly newsletter, subscribe to our fortnightly blog posts, or follow us on your social media of choice.