Let’s get honest for a second.
Are you actually listening to what your team and customers are telling you? Not just hearing it. Not just nodding in meetings. Actually listening?
Because here’s the brutal truth: most business owners think they’re listening, but they’re missing gold.
And the cost of that? Lost customers. Disengaged staff. Stalled growth.
Feedback Is the Mirror You Need (But Probably Avoid)
Running a business without feedback is like driving blindfolded. You might be moving… but you’re not steering. And eventually, you’re going to crash into something.
Here’s what feedback does when used properly:
- It shows you blind spots before they become disasters
- It catches what your systems miss
- It builds trust with customers and staff
- And most importantly… it drives real, measurable improvement
But if you’re not asking, tracking, and acting on feedback – consistently – you’re guessing. And guesswork is not a business strategy.
You’re in the Feedback Business, Whether You Like It or Not
It doesn’t matter if you’re a sparky in Paraparaumu or run a retail store in Levin. People are talking about you. Your staff. Your customers. Even your suppliers.
The only question is: are you listening?
If your team doesn’t feel safe to speak up… they stop telling you the truth.
If your customers give you a review once a year… you’ve missed 364 days of insight.
If your only feedback loop is “we didn’t get the job”… that’s way too late.
And here’s the thing – the businesses that do listen? They win. Over and over.
Real-World Example: Doug’s Wake-Up Call
One of my clients, Doug, runs a commercial refrigeration business. He started losing long-term clients and couldn’t figure out why. His team thought things were fine.
We implemented one simple thing: a 1-question Net Promoter Score survey.
Boom. Within a week, he had crystal-clear insight: customers were frustrated with response times and invoicing delays.
Doug acted fast:
- Fixed the system.
- Called clients personally.
- Put new processes in place.
Within 30 days, retention improved. Within 90, referrals increased. Why? Because he listened. And more importantly – he acted.
How to Build a Feedback Culture (Without Losing Your Mind)
This isn’t about creating a mountain of surveys and meetings. It’s about smart, structured listening.
Start here:
- Create Safe Spaces for Staff Feedback Use anonymous surveys or pulse check-ins. Give your team permission to be honest – and follow through.
- Ask Your Customers Often
After a job. After a purchase. After support. Keep it simple – “How did we do?” goes a long way. - Look for Patterns, Not One-Offs
Don’t jump every time one person complains. But if five people say the same thing? That’s insight. Use it. - Close the Loop
People need to know they were heard. Tell your team what’s changing. Tell your customers what you fixed. - Make It Strategic, Not Optional
Feedback isn’t a side hustle. It’s a business system. Treat it that way.
Don’t Let Silence Cost You Sales
Just like marketing is now the first half of the sales process, feedback is the engine of improvement. If you’re not constantly learning from the people closest to your business, you’re falling behind.
And worst of all? You won’t even know what you’re missing.
So here’s your challenge:
- Ask 3 team members what’s not working – and don’t interrupt them.
- Send one short customer survey – today.
- Commit to reviewing feedback monthly – and tracking actions taken.
It’s not hard. It’s not expensive. But it is transformative.
And if you’re not sure how to make this work in your business, let’s talk.
I help business owners set up simple, powerful systems to capture and act on feedback – so you don’t miss the stuff that really matters.
📧 chris@chriswhelancoaching.com
📅 Book a call now
📞 +64 222 332 669
Because growth isn’t about working harder. It’s about listening better.
Let’s make sure you’re hearing what your business is really trying to tell you.
