How to Make Feedback More Than Just Another Dirty Word

March 22, 2018 Chrisy Woll, VP Customer Success


Something we’ve been talking about a lot lately is one of my very favorite F-words: Feedback!

Why is giving (and receiving) feedback so scary and painful for so many of us? A lot of people say they don’t want to hurt others’ feelings. My response to that is usually something like, “aren’t you hurting them more by not telling them?”

Feedback Enables Growth

How can we ever improve if nobody is willing to give us feedback? I guess it’s possible. But it feels like we could really help each other grow if we all could learn how to become more comfortable giving feedback in a positive and direct way. I always appreciate customers who give us honest opinions; we can work with that. It’s nearly impossible to ensure customer success if we don’t get that valuable feedback.

Over the years, I’ve learned a few techniques to help me feel more comfortable having those potentially difficult conversations.

First, Ask Yourself These 3 Questions

The first thing I do, before I even consider giving feedback, is to run it through these three questions:

  • Will this feedback help them grow? The answer must be, “YES!”
  • Am I coming from a place of care? Again, the answer must be, “Yes!”
  • Am I being too critical? This answer should be, “No!”

Then, I move on to the action steps for giving feedback.

Give Feedback ASAP

Feedback is only helpful if you talk about it while it is still fresh in everyone’s minds. Nothing is worse than somebody coming up to you and saying, “Six months ago you did xyz…” Nobody appreciates that—or even remembers what they did that long ago. (I can’t even remember what I had for breakfast!) So, waiting to give feedback is pretty much setting yourself up for a pointless conversation.

Ask If It’s Okay

Asking the person if you can give some feedback allows them to feel like they can decide if, and when, they want to have that conversation—and it helps them prepare for it. Sometimes, in that moment, they might not have time, or maybe they aren’t in a good mental place. Offering a heads-up helps create the right environment for feedback.

Always Follow Up

If you give somebody feedback, and you truly care about their growth, check in with them later on to see if they have any questions. Ask if your feedback was useful—and if there is anything you can do to help. To me, follow-up is an essential part of giving feedback in the first place!

When It Comes to Feedback, Sharing IS Caring

I read a book many years ago, Crucial Conversations, by Kerry Patterson and Joseph Grenny. If you’re looking for guidance to help you have hard conversations and to give constructive feedback, I highly recommend this book.

Feedback is so important to growth—whether giving or receiving. If we really care about other people, we should help them by giving open, honest, and constructive feedback. All it takes is a little bit of preparation—and courage—to help others grow. And that’s why feedback is my absolute, favorite F-word!

About the Author

Chrisy Woll, VP Customer Success

A veteran in the emerging Software-as-a-Service (SaaS) industry, Chrisy joined CampusLogic in early 2016 after leading customer success teams at Mozy and Infusionsoft. She holds a master’s degree in Leadership from Grand Canyon University, where she also served as an enrollment advisor. Our Customer Success guru, Chrisy drives strategies that ensure customers get the most value from their investment—and have the personal support they need.

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