The Impact of Real-Time Feedback
Welcome to the 101st edition of “In Touch”. As always, I would love to continue the conversation so please hit reply and let me know what you think.
Story of the Week: "The Impact of Real-Time Feedback"
I recently delivered a keynote address in Budapest and, one day into my stay at the Kempinski Hotel Corvinus, Budapest – with three days still remaining – I received an email from the hotel management. It wasn’t a survey or the usual feedback form – it simply asked: “Is there anything we can do for you?”
Unlike most hotels that only seek feedback after check-out, this one took the opportunity to ask for mine while I was still there and they had time to address any concerns. This proactive approach left an impression on me and made me wonder: How often do we in business wait until it's too late to ask this crucial question? How often do we only act after the customer’s loyalty has been tested – or lost?
The management of the Kempinski Hotel Corvinus weren’t looking for feedback to fix past experiences; they were prepared to enhance a current one. This real-time care spoke volumes about their commitment to gaining customer loyalty rather than mere satisfaction.
For business leaders, the lesson is simple: Do you ask your clients, “Is there anything more we can do for you?” while there’s still a chance to act? Real-time feedback leads to continuous service improvement and strengthens loyalty. When clients see immediate results, they’re more inclined to share feedback in the future, creating a cycle of trust and growth.
The same principle applies to your own team. Businesses that prioritise a positive culture and engagement should seek real-time feedback from employees, not just in annual or quarterly reviews. Addressing concerns promptly shows them that their voices matter.
The Kempinski Hotel Corvinus reminded me of a fundamental truth: showing genuine care when it still matters can transform a one-time interaction into a lifelong relationship.
Words of Wisdom
“Customer service means making it easy and fast for your customers to get the help they need – when and how they need it.” Steve Benson
A Question to Ponder, dear friend.
Have you offered feedback and seen immediate action being taken as a result? How did it make you feel?
I would love to hear from you.
Head of Sales at FeedbackNow
22hThank you Michael R. Virardi for highlighting the importance of real-time feedback, service and improvement. By definition of Hospitality, this should be at the core. For 10+ years, my company FeedbackNow has been providing solutions (above and beyond the old-fashioned surveys...) to this end to all sectors for both Customer and Employee Experience. I can easily confirm that Hospitality is way behind. Companies that have truly embraced this approach have a bright present and a better future.
Guest Relations Officer at Kempinski Hotel Corvinus, Budapest
2wThank you for sharing your experience Michael R. Virardi!
Project Manager at Vita Construction Ltd
2wVery informative
OWNER OF THE MELTING POT presso The Melting Pot di Rosaria Brambilla
3wjust a simple way to get connected emotionally with the guests Very very clever
Dedicated Hospitality & Events Specialist with a Global Perspective
3wGreat article Michael and so relevant and thought provoking. 😊