Yesterday I posted about two businesses that acquired companies of which I am a customer.  My emphasis was on the necessity to have sharpened focus when acquiring a new business due to the fact that the buying company’s name often is on the newly acquired business.  Name alone means very little to consumers.  We want our needs met. We want excellence.  We care about the details. Details matter when talking about reputation.  It is precisely in transitions that excellence and attention to details is crucial.  

I am happy to report that after I blogged, I serendipitously received a survey from my gym (one of the companies recently acquired).  I filled it out in the late afternoon and received a call from the General Manager within an hour.  Today we sat in his office as he talked me through my survey.  He was fully engaged, listened attentively, gave some viable reasons but made no excuses.  The issues raised he accepted full responsibility for.  I commend this GM for taking the initiative, doing it promptly, and showing respect and appreciation for honest feedback.  

A survey actually mattered!