Unlocking Growth: The Power of Feedback

Why Feedback is Important – by Emilie Smith, Head of Customer Care at Tremark Associates

As a proud Yorkshire woman, I find myself taking exception when my Yorkshire traits are referenced in a negative light. While it’s true that I can be a little blunt at times, straight talking has never got me in trouble when done in the right way.

I often wish people would take the time to be more honest with their feedback. How many times, when asked, “Was everything okay with your meal?” have you just answered, “Great thanks,” when the service was actually subpar? It’s not natural for most of us to be honest, fearing we might upset someone’s feelings.

Receiving constructive feedback from clients can be challenging, but it is crucial. I believe that the secret to creating a great team and having a successful business lies in encouraging regular, honest feedback from those who engage your services.

I am amazed by how often people overlook negative feedback, even when it comes to specialised services like Process Serving, Asset Tracing, and People Tracing. Throughout my business life, I have encountered individuals whose attitude is to merely brush over negative feedback or even advise their colleagues to ignore it.

At Tremark, we work hard to encourage our clients to provide feedback on the various investigation services they receive. However, for some, giving honest feedback is difficult and doesn’t come naturally. People may downplay successes or positive behaviour, feeling it should be the norm or that complimenting others is uncomfortable. Providing negative feedback, in a constructive manner, is even harder. Without appropriate channels and a supportive culture, it can feel like a personal attack, leading many to avoid giving any feedback until things reach a breaking point.

We have found that feedback, when shared appropriately with our staff, promotes an environment of continuous improvement. Good feedback not only makes people feel appreciated but also boosts morale and encourages them to strive for success. Missing out on opportunities to acknowledge effort sends the signal that their hard work went unnoticed, potentially damaging team morale over time.

Sharing a negative review or areas for improvement across the team, done in the right way, encourages staff to share experiences, teach others, and enhances their sense of responsibility and engagement. It makes people feel implicated in the team’s success and motivates them accordingly.

A lack of regular feedback, whether negative or positive, impedes our learning and allows small issues to snowball into more significant problems. It can lead to a breakdown in trust and ultimately result in the loss of business. Identifying potential issues early on prevents them from becoming serious problems, providing an early opportunity for corrective action.

Actively encouraging clients to share any negative feedback and ensuring they are listened to can often diminish a problem. Clients appreciate our effort in this regard, and the discussions help create an environment of trust, where everything is out in the open, and people know where they stand.

Any clients who would like to provide feedback on Tremark’s services are invited to email me directly at emilie.smith@tremark.co.uk.