Leveraging Feedback

Feedback is a wonderful gift. Whether it’s good or bad, it is absolutely crucial to business.

Throughout the development of MyClient and Comet, we’ve always taken on board feedback because it’s helped shape the final product. We may think we know everything about our product but nobody knows better about it than the ones who are actually using it. You’ve gotta trust these people; your clients. And let’s face it, if they’ve taken the time to offer feedback, the least we can do is to take it on board.

We’ve taken the time to understand their problems, needs and wants..so that what we’re building is relevant to them from their perspective, not just what we thought they needed. This is an important distinction.

In other words, we didn’t build a product and tried to find an audience (which is how many products and services are built), we found an audience and then designed a product specifically for them.

It’d be fair to say that some of the conversations have been tough and sometimes not entirely pleasant. Let’s face it, not many people enjoy hearing criticism about their work. But we don’t look at it as criticism, rather a stepping stone on the path to creating best product we can.

We’ve learnt that soliciting feedback (from both clients and fellow staff members) serves two purposes:

  1. you receive actionable feedback to improve your product or service
  2. if it’s a complaint, you can guarantee the the complainer will feel better, especially if you acknowledge them and their concerns.
we’re in this to make the best backup product on the market

This is why we thank people for their feedback, acknowledge the situation and then consider and action change (if necessary). Communication is a two-way-street and for us at Comet, we like to leave the door wide open and communicate as often and as regular as possible; whether it’s good or bad news we want to hear about it because we’re in this to make the best backup product on the market.