I was getting a car tyre valve looked at.

I noticed a load of review cards in date order on the wall – listing satisfaction out of 5 (and why) for a random set of customers.

The surprise? 

They had put up the low scores too – the ones at 2/5 complaining of glitches and the ones at 4/5 complaining of cost.  Interestingly, none were complaining of the technical quality of the engineering.

The lesson? 

In an era of web based reviewing and polling, maybe it is worth getting there first and being open – it impressed me.

Tags: communication, quality, service