Ep 185: Warning- Asking for feedback and ignoring it is a liability

Send us Fan MailAsking for customer feedback and then ignoring it is not a neutral act; it tells the customer more about the business than any service failure could on its own. This episode opens with a real example of a high-profile restaurant that solicited specific criticism, replied with a templated response, and confirmed the original concern in the process. It is a pattern more common than most business owners realise, and the commercial cost is significant.Stuart and Mena work through why business owners are structurally poor at seeing their own weaknesses, why silence from customers is not evidence of satisfaction, and why not all feedback deserves equal weight. The discussion challenges the widespread use of Net Promoter Score, arguing that behaviour-based questions, whether a customer has actually referred the business, not whether they intend to, produce more honest and more actionable information.The episode then moves to system design: how short the survey should be, when to ask, who owns the responses, and what a genuine reply looks like versus a template that bears no relationship to what the customer actually said. The B2B context receives specific attention, where feedback conversations work better as structured check-ins than post-project forms.The closing decision rule is direct: a feedback system is only worth building if the business is genuinely prepared to act on what it hears. Anything less is a liability, not an asset. If this episode resonated with you, please leave a rating on your favourite podcast platform. It helps us reach more incredible listeners like you. Thank you for being a part of the journey! Click here to subscribe to our weekly email. SPECIAL OFFER: Buy a one of Stuart's books for ONLY $20 including delivery. Use the discount code blog here. Work with Mena & Stuart's team: At ProSolution Private Clients we encourage clients to adopt a holistic and evidence-based approach when making financial decisions. Visit our website. Follow us: Stuart: Twitter/X and LinkedIn.  Mena: LinkedInIMPORTANT: This podcast provides general information about finance, taxes, and credit. This means that the content does not consider your specific objectives, financial situation, or needs. It is crucial for you to assess whether the information is suitable for your circumstances before taking any actions based on it. If you find yourself uncertain about the relevance or your specific needs, it is advisable to seek advice from a licensed and trustworthy professional.