Nick Jones: Encourage brutal feedback because customer criticism comes from caring
Nick Jones · Nick Jones: How I Founded Soho House; Brand Marketing Tips; Hiring Advice | 20VC #898 · 20VC with Harry Stebbings · Jun 17, 2022 · at 28:09
Nick Jones is the founder and CEO of Soho House, a global private members' club. He shares how he processes negative customer feedback across his locations.
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“Feedback that we get from our members comes from a place of, they care. So it's really important for me, you know, to put that in context and not get upset. You know, I'm passionate. So yes, you, when you're not getting it right, you get upset, but you don't get upset at the actual feedback. You get upset that maybe they got a point and you got it wrong. So, you know, I encourage as honest and brutal feedback as possible.”
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