From what I’ve seen, organizations tend to fall into one of two buckets:
- They are either open to feedback and are thankful to receive suggestions from their clients. They try to do great work but are aware that there is space for improvement and that they may be blind in some areas.
- Or, they believe that everything they do is perfect and that they know better than their clients. They are deaf to feedback or suggestions. Complaints are simply ignored or taken as aggression.
The challenge is that most organizations that fall into the second bucket believe that they are in the first one.
Remember that organizations don’t make decisions. People in organizations do. It only takes a few people to behave differently to begin changing the culture of an organization.