“Heard at Hartman” is our ongoing blog feature where we share updates on customer requests and feedback that have resulted in changes, special products, or corrections to our existing materials.
Today’s topic: What happens to your feedback?
With social media sites, marketing companies, and online retailers all vying for your opinions, it is easy to feel feedback fatigue and to avoid sharing a comment or anecdote. While many companies solicit feedback to boost their standing among competitors or to post rave reviews on their websites, at Hartman we think of feedback as an ongoing dialogue with our customers.
As a Hartman customer, sometimes you’ll receive a call, email, or postcard asking what you think of our books, testing materials, instructor resources, and videos. We are not asking because we’re fishing for compliments; we want to know because you are actually using our materials. You know what is working and what could use some tweaks or improvements. We rely on this process for many of the decisions we make and it’s difficult to properly express the gratitude we feel when you take the time to respond to us or reach out to tell us something.
Here’s how we respond to your comments and questions:
- If you send a comment about a book’s content or report an error, it gets sent directly to Hartman’s managing editor. If you send a logistic/shipping comment, it goes to our operations manager. Negative or positive, your words go straight to the top.
- If you call or email an individual sales or customer service representative, he or she will pass it on in the same way. Most of the time you will be contacted within a day either by a representative or a manager to discuss or resolve an issue or to provide individual guidance on a question or comment.
Even if we don’t have an immediate answer, you will be contacted, and your comment will be kept in a database for possible future changes in our materials. So a comment you make on a book today may result in changes to the next edition in a couple of years. We revisit these comment databases regularly to accommodate as many requests as we can, as often as we can.
In the coming weeks we’ll be discussing how we’ve addressed specific customer questions and comments on existing skills videos, our upcoming new set of skills videos, PowerPoint slides, instructor resources, curriculum tools, and instructor resources.
While not every comment or critique will result in a change, we always welcome your words, questions and feedback. You help make our products the best they can be and we’re always ready to listen. Go ahead: Be heard at Hartman!