This is an excerpt from The Receptive Launchpad Ebook + email series. Sign up here.
In the last section we covered your new, super-speedy triage process, and I promised to give you all the juicy details on the most common mistake companies make when setting up a new feedback process.
What is it, you ask?
The most common mistake is to let your teams & customers believe that all new requests will be reviewed, and responded to right away, by the product team.
There are two prongs to this mistake:
1. Transparency FTW, right?
It's not data-driven.
And it's definitely not scalable.
Receptive allows the cross-pollination of ideas so the best requests* make it to top of your reports for product & stakeholder review. This happens over time, not at the moment a request comes in.
*This will be different for everyone - more on this later!
2. Lack of clarity around your process
If you don't clarify your process, you're leaving it open for interpretation. Customers will assume that Receptive = instant and direct access to your product team.
Again, that might seem fine today, but as you scale it will become unmanageable.
In the next section, we'll talk about how to avoid this mistake from day one.