Friday, March 14, 2008

More Access To The Creators Of A Product Means More Feedback


There is an article in the NY Times about chefs at high end restaurants spending time outside of the kitchen actually serving customers their food. They are even taking coats, answering phones and recommending wine pairings. This is happening for a lot of reasons such as breaking down traditions and sharing more of the tip money, but there is an interesting side effect to these experimental eateries. Here is a quote from the article:

"I would never have told a waiter to go back in the kitchen and tell the chef that," he said. "But when he's standing right next to you, you feel he's actually interested in your opinions. And even your criticisms."

Gaining direct access to the chef afforded feedback that wouldn't have been captured in the normal restaurant array, with lines drawn between the kitchen and diners.

What feedback are you losing by having that feedback form on your website? It might be time to get out from behind that desk and talk to your customers instead of getting it by proxy.

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