The power of feedback — both positive and negative

Every month during HR Source’s all-hands-on-deck, in-person Team Collaboration Day, we set time aside to share feedback from our members (i.e., customers) as well as give personal shout-outs to our coworkers.

This is one of my favorite rituals because it offers a clear line of sight between the work being done by our team and the impact it has on others. Having a member or colleague specifically describe how an individual’s efforts made a positive difference is rewarding and powerful. After reviewing reams of feedback over the years, it’s noteworthy that most of the color commentary relates to how our services were delivered, not to what was delivered or when it occurred.

Although HR Source has a uniquely valuable way of providing human resources and legal advice, delivering training programs, and supporting employers with helpful resources and consulting services, we face plenty of competition in a crowded marketplace. Standing out from others who provide similar services is a pressing challenge we approach in a host of different ways depending on who we’re serving.

As a not-for-profit association, HR Source leans into our mission — the true north that our team always keeps in sight. It reads, “To guide and support employers with HR expertise and resources to enhance organizational performance and minimize risk.”

Clear enough, but one might argue a bit long and complex to recite by memory. So instead, we put our faith in our staff’s daily rallying cry, “Invaluable Ally.” We strive to be an invaluable ally to every organization we serve. It’s our brand promise. Our simple truth. It’s supported by our brand characteristics, “personal, clear, versed, up, and inclusive” which we endeavor to demonstrate in every way when serving others.

For our team, behaving in ways that are congruent with our mission, brand promise, and brand characteristics is second nature; it’s so deeply embedded in our culture that it isn’t extra work. It does, however, require intention, practice, consistency, and accountability. That’s why feedback from our customers and colleagues is essential. It allows us to maintain our high standards and learn from our mistakes.

Yes, we occasionally fail to meet the expectations of a member, or don’t step up to fully support a teammate. But I don’t generally condemn these misses as 100% bad. Frankly, they’re normal — and necessary to learn, grow, and improve. Ignoring or discounting them is risky business and dangerous to an organization’s health and long-term vitality.

While it’s pleasure to bask in the glow of compliments and praise, it is equally important to consider and address criticism and complaints. Both deserve our time and attention. Spending excess time on one and not the other may lead to the development of blind spots, an erosion of trust, and the loss of employees and customers.

Think about the way your leadership team is utilizing feedback and consider making a conscience effort to maximize its utility and boost your organization’s success.

• Mary Lynn Fayoumi is president and CEO of HR Source in Downers Grove.