Customer feedback to brighten an October morning

As public servants we’re all accustomed to dealing with customer feedback, including complaints. I know colleagues take that part of the role incredibly seriously and work hard to resolve issues.

The launch of the We CARE charter and commitments underlined our drive to provide gold level service to customers and there’s a real energy around that.

When you take pride in your job and in the organisation, it’s difficult not to take criticism to heart and I appreciate the efforts of colleagues all across the Council in handling feedback in a professional and diligent way.

I did get a note recently that underlined an area of customer feedback that we should all strive to improve in – receiving compliments!

As a Dundonian I’m taking an impartial view when I say I don’t think it’s in the Aberdeen nature to look for praise, but we have so many colleagues who deserve it.

A customer feedback email that popped into the inbox of Andy Kinghorn recently was a real boost to the environmental teams. It read:

I feel I must write this email to compliment Aberdeen City Council on how wonderful the city looks, I have never seen such a clean and tidy city like yours and in this time of no funding and high expenses you deserve a pat on the back. You can see the hard work and the high standards you keep. Please pass on my congratulations and thanks for making my visit enjoyable – I will be back. Good work!

In between dealing with complaints and customer concerns, we shouldn’t forget that the work we’re doing in so many different areas is being noticed and appreciated. Just as we take complaints seriously, we should make the effort to treat the compliments in the same way.

The guiding principle of Value is about recognising a job well done and my thanks to Andy for doing just that by highlighting a lovely message to the relevant teams and also sharing with me – it certainly brightens up the day when there’s positive feedback, and we do get our share of recognition.

On that theme, congratulations to City Growth for a string of recent awards nominations. The events team is through to the final of the National Outdoor Events Association  Awards in the best practice category. We have also been shortlisted from three prizes at the Scottish Green Energy Awards – with TECA vying for the carbon reduction and outstanding project titles and the hydrogen strategy making the final in the sustainable development section.

Well done to all involved in those projects and good luck for the next stage.

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