Second question should always be: ‘What could we do better?’

When is loyalty a negative? When it is blind loyalty.

So if your first question is, “How are we doing?”, there always has to be a second question asking, “What could we do better?”

Think back to a great customer experience you had recently. Let’s say that you stayed at a hotel or lodge, and someone asks you the first question above.

You might respond with, “Great, as always” and be completely truthful.

So if your first question is, “How are we doing?”, there always has to be a second question asking, “What could we do better?”

At that point, someone has a choice to make: a) leave it at that, or b) follow up for more detail. Whether prompted or not, some constructive criticism can be key for improvement.

You might say, “But I did have trouble finding the fitness center, and I had trouble getting the internet to work.”

The next time you return, those issues could be addressed.

On school issues, you should always ask your biggest fans what you can do better. You know they start from a place of satisfaction, increasing the chances the suggestions will be relevant.

Work to improve what you can, and be clear about any misconceptions.

So ask that critical second question, then enjoy the positive loyalty to your brand.

 

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