Stop Asking for Feedback If You Ignore It
About this episode
The episode discusses the importance of responding to customer feedback and contrasts poor practices with effective strategies for customer engagement.
Stop asking for feedback if you’re just going to ignore it. In this episode of the Who Cares? podcast, Jeff Jackel and Jay O’Brien break down real stories of hotels, SaaS companies, and contractors who ask for feedback, then ghost the customer. They contrast that with Client Giant’s philosophy: always close the loop, fix issues fast, and never be a “gotcha” company. You’ll hear: Why asking for feedback and not responding is worse than staying silent A hotel “text us anything” system that made a guest jump through hoops for a simple drink order SaaS companies charging for broken services—and ignoring requests to fix it How one contractor ghosted after being double-paid because of a glitch The exact refund de-escalation script Client Giant uses to calm customers fast Why hospitality and fairness beat marketing spend every time How to use the “Would I buy again?” test to evaluate any service or vendor Takeaway: Don’t just ask for feedback—close the loop. Own the problem, fix it quickly, and leave customers saying, “I’d trust them again.”
People in this episode
Hosts: Jeff Jackel, Jay O'Brien
Topics covered
- customer feedback
- business philosophy
- service evaluation
- customer trust
- problem resolution
Keywords
- feedback
- customer service
- business management
- trust
- problem solving
Mentioned in this episode
Organizations: Client Giant, SaaS
Places: hospitality
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