You have to re-orient the relationship between the employee and the customer. For over 20 years employees have been conditioned to primarily hear negative feedback - so they associate any feedback with an almost instant negative emotion. This is a bi-product of how we survey, typically only providing opportunities for a "compliant" instead of getting to the majority of the consumer base who actually could provide solution oriented feedback. So step 1 - think about HOW you survey and get feedback.

When a team member resists customer feedback, it’s like hitting a roadblock on the path to improvement. Start by creating a culture that values feedback as a tool for growth, not criticism. Share real examples where acting on feedback has led to positive outcomes, showing the direct impact on satisfaction scores. Offer constructive training that equips the team member with skills to handle feedback gracefully and turn it into actionable improvements. Encourage open discussions where the team can collaboratively analyze feedback and develop strategies, making them feel part of the solution. Embracing feedback is key to boosting satisfaction. 🌱✨ #CustomerFeedback #TeamDevelopment #CustomerSatisfaction

First, understand the underlying reasons. It could be a lack of confidence, fear of criticism, or simply not knowing how to implement changes effectively. Some of the strategies which work in any environment are given below: 1. Break down the problem & set smaller achievable goals towards improvement, so that it brings a sense of progress. Often, the change is big, and people give up halfway. So be mindful. 2. Remind the individual, the feedback is not about them. Feedback is about the outcomes so drive the focus there. Coach the individual to disassociate from the feedback and focus more on empathy Pro tip: Changing someone's perspective and behaviour takes time and patience, so ensure you bring in loads of it.

Start by encouraging open communication, highlighting success stories where feedback led to positive changes. Provide training on active listening and empathy, helping the team member understand the customer’s perspective. Set clear goals tied to customer satisfaction metrics and recognize improvements to motivate change. Regularly review feedback in team meetings and make it a collaborative effort, ensuring the team member feels supported in making adjustments, not criticized.

Understand the Root Cause. Resistance often stems from fear of change, misunderstanding, or feeling undervalued. Before addressing the feedback itself, I first listen to the concerns behind the resistance. This helps in building empathy and understanding the true reasons for pushback. Team members are more likely to accept feedback if they feel safe. Encouraging an environment where mistakes are seen as learning opportunities, not failures, can reduce resistance and encourage collaboration.

I would demonstrate how what one person sees can contradict when others see and how this can affect results. As an analogy I would coach something like, I asked my kids to clean their rooms, and they make the bed and say they are done. They think they killed it by making the bed, I expect the piles of trash in the corner to be cleaned also...don't be so proud of the bed you ignore the corners...because this customer sees the corner trash

To boost satisfaction scores with a resistant team member, focus on fostering a culture of collaboration and accountability. Emphasize the importance of customer feedback in driving improvements and link it to personal and team success. Offer constructive coaching, highlighting specific areas for growth. Involve them in setting actionable goals, and reward progress. Ensure the team member feels heard and supported, creating a positive environment for change.

Foster open communication to understand their concerns. Provide training on the importance of feedback and share success stories that illustrate its value. Set clear expectations and involve them in developing solutions. Recognize and reward those who engage with feedback, and create a feedback loop to show its impact. Finally, lead by example by incorporating feedback into your own work, encouraging a positive attitude towards customer insights.

When a team member resists customer feedback, I focus on showing them the value it brings to improving our product and performance. I encourage open discussions around the feedback to address concerns and offer insights on how it can lead to better results. By reframing feedback as an opportunity for growth and success, I help them see how it directly contributes to boosting satisfaction scores and overall team performance.