GM’s Bob Lutz Shows How to Handle Negative Feedback with Grace
View CommentsBob Lutz, Vice Chairman of GM, knows how to handle negative feedback on his Fastlane Blog. It’s easy as one, two, three.
- Recognize the person who gave the feedback as a person.
- Acknowledge the problem and define the scope of the response that you’ll offer.
- Give a quick response with gratitude to the commenter.
Mr. Lutz begins by saying
Steve G asked several frank questions about my post yesterday (see the third comment here.) First of all, thanks for your candid feedback. That’s what this blog is all about. And it also gives me a chance to respond when I see something off base, which I’m going to do right now!
And by telling why he’s not going to address every concern.
I’m not going to reply to each of your questions, as that would require me to give away the details on our future product plan, but I would like to make a few important points:
He then continues with three concise bullet points that answer Steve G.’s main questions.
Bob Lutz’s response is gracious. It is forthright. It shows respect for one human to another. That’s what customer relationships thrive on. Without the blog, how might this conversation have occurred?
Liz Strauss
