Lots of feedback is a GOOD thing!
A client in the middle of their AMS implementation said to me: "I'm getting a LOT of feedback from staff about what the system can and cannot do. Is that good or bad?"
My response: "Feedback means they're actually in the system and using it! That's a good thing."
Feedback is almost always a good thing, as long as it meets these conditions:
- it demonstrates an understanding of how the system works (i.e., the feedback isn't "How do I do X?")
- it is constructive (e.g., "It would be better for the member if we could do X here.")
- it is given in the spirit of improving processes and not just complaining (i.e., it is NOT something like "Our old system did X much better than this one does.")
So if you're getting a lot of appropriate feedback from your users as you implement a new system, thank them and encourage them! Feedback means they're using the system and thinking about how to improve it.
Wes's Wednesday Wisdom Archives
No system is perfect
No system is perfect When working with my clients on the selection of a new […]
Ask your members to update their info
Ask your members to update their info One of the greatest data management challenges any association […]
Customer vs. staff
Customer vs. staff In a properly designed AMS, when the customer goes online to your […]
Measuring customer service
Measuring customer service When I work with clients on AMS selection, one question that often […]
Iterate or innovate?
Iterate or innovate? When moving to a new association management system, there is often an implicit […]
Who is in control?
Who is in control? Speaking with a client once about their database project, the client […]
Sometimes Staff Has to do the Work
Sometimes staff has to do the work… As a child, I was attracted to computers […]
Documentation and the Great Resignation
Documentation and the Great Resignation Unless you’ve been living under the proverbial rock, you’ve heard […]
Data Management Strategy
Data Management Strategy Do you know what your data management strategy is? If you have […]
It’s always about trust
It’s always about trust When I work with clients on almost any data management project, […]