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Club Views, is a club feedback tool designed to help you seek the views of your players, members, coaches and volunteers about all aspects of your club experience.
From working with clubs, we know sometimes how the committee perceives the club experience may not always be the same as the players, members, coaches or volunteers. By using the club improvement tool and Club Views together you will get a 360 degree picture of how your club is performing. This will help you to identify and reconcile and different perceptions of the club. Getting feedback on the experience your club offers its players, members, coaches and volunteers is vital to help your club grow and develop. But it’s not enough just to ask for the feedback. Responding to the feedback is all part of the process. Find out more about how best to respond to both positive and negative feedback, and why this is important below.
Why is it important to respond to feedback received?
By responding to the reviews you receive, both positive and negative is a great way to demonstrate that you take the experience of your current and future players, members, coaches and volunteers seriously. Evidence shows that responding to feedback makes people believe a club cares about their experience. Potential members are more likely to join a club with a reputation for a positive experience.
Should I respond to all reviews?
Your approach to responding to reviews will depend on your own strategy, resources and the number of reviews your club receives. Generally, it is best practice to respond to negative reviews. Also, responding where you can show you have taken action (e.g. taken steps to correct an issue) or to clear up a misunderstanding or misstatement are helpful. Just be mindful not to get into too much detail or minor squabbles.
Responding to negative reviews
Whilst it may be tempting to ignore a negative review, or even worse, get into a heated online discussion, don’t. Follow the simple tips below to help turn a negative review into a positive experience. A quick response allows you to give your view on the issue whilst it is fresh and also shows you care about the experience your club gives. This is a positive start. Whilst all comments on Club Views are private, you should be polite and professional in your response. The response represents your club and therefore should reflect its values. Being aggressive or defensive is unlikely to help whilst responding in an unemotional way demonstrates you are taking the review and reviewer seriously. Genuine feedback should be important to your club. So thank the feedback provider whether the review is good or bad. Your response should deal with the complaint. Acknowledging what happened and outlining any actions you are taking to remedy this again shows you take feedback seriously. This can turn a potentially negative experience into a positive one for your players, members, coaches and volunteers. If the review also has positives comments, highlight these. But don’t focus just on these and ignore the negatives.
Responding to positive reviews
Getting feedback for your club is great, especially if it’s positive. Responding to positive reviews is a good idea. Think about thanking the reviewer for sharing their views and experiences and for letting you know all the hard work at in at your club has a positive impact. Be sincere though – it’s easy to identify a standard response – and you’ll sound more like a call centre than a community club.