Recall a personal experience of feedback
(this may have been a particularly positive or confronting / upsetting
experience) and using your preferred
model of reflection, reflect on this experience of feedback with a particular
focus on how this has impacted upon / influenced you (limit 300 words)
Using reflective cycle - Gibbs
1. Description - what happened?
After receiving my results for my trial HSC, each student had an individual feedback session with our English teacher. I had received an 18/25 for my critical analysis piece.
"Well done, Charmaine. You did really well in this one." said Ms Schlam encouragingly.
"Really?" I questioned. "I got a low B, that's hardly enough for a band 6 in English."
"Charmaine, love. Let's be realistic about your goals. I think at the best of your potential, you're a high band 5 student. So let's aim for a high band 5."
The Experience:
It was a relaxing Sunday
afternoon at work (Sportsgirl Bourke St). I was told by my manager to let every
few customers know that there was a further 30% off sale items to drive up
sales a little. And to her request I did.
"Just letting you
know that there's a further 30% off the sale price on that one!" I would
say to the customer rummaging through the sale racks.
"Thanks" was
the usual reply I would get, usually in a dismissive tone, but fair enough. I
never enjoyed being hassled whilst shopping anyway.
I had become used to
this response and so was extremely surprised to hear this response from a
customer after I had told her about the promotion.
"Well, it would be
nice if you actually stocked my size!" she replied aggressively.
"Oh, well what size
were you after?"
"Either a 14 or a
16; but it seems that no stores stock these sizes anymore and frankly it
disgusts me. It's as if you don't want us bigger ladies to wear your clothing
because you're too 'cool' for us now."
"That's really not
the case mam. It's just with the sale stock, we aren't able to restock it with
the sizes that have sold out if we have no more in our stock room. It's just
unfortunate that with some particular styles, the larger sizes sell out
faster."
"Look, Sportsgirl
needs to get with times. Australia is getting bigger and you guys need to stop
discriminating and start selling the appropriate sizes."
"Well, are there
any styles that you are particularly fond? I could check our stock room for you
for the sizes you were after."
"No, look I'm done
with this brand. It's just disgusting that you think fat people don't look good
in your clothes. I've had it."
The customer stormed out
of the store angrily and I was left speechless at how quickly that situation
escalated.
Reflective Cycle - Gibbs
1. Description - what
happened?
Read "The
Experience"
2. Feelings - what were
you thinking and feeling?
At first I was quite
shocked. Her initial reply really caught me off guard as I was so used to
hearing a generic reply. This I think caused me to utter out words that didn't
sound as understanding as I should have replied. I think also because I am so
passionate about eating healthily and sharing that knowledge to help the people
around me, I was quite offended when she had said that Australia was getting
bigger and so the company had to adjust according to the size of the customer.
As she was saying that, in my head I was thinking "well, shouldn't you be
trying to get yourself into a healthy weight range instead of everyone else
adjusting because of your bad food choices." That sentence I think really
got to me because I don't ever want to see the day we start selling sizes 18
and 20 in mainstream stores because that would cement to me that being
overweight is becoming the norm.
3. Evaluation - what was
good and bad about the experience?
It was good that I got
to experience an extreme customer because I was able to debrief with my manager
and she taught me ways to deal with such situations. In a way it was also
somewhat of a case study so that my coworkers would also know what to say in
the situation. It also showed me the perspective of an overweight person trying
to find trendy clothes. It would be even harder to fit in if they were only
restricted to certain brands due to their size. This could contribute to a
plummeting self-esteem which in turn can cause them to overeat even more.
I know that I do not
handle confrontation very well, so naturally I was quite cautious with the
customers for the rest of the day. The customer did not get a good customer
experience in the store, which I understand isn't entirely my fault, but I had
the opportunity to make it better and I didn't.
4. Analysis - what sense
can you make from the experience?
If I put myself in the
customers shoes, I would've felt the same amount of anger if I could never find
anything that was in my size. If I were to be told I could only wear a certain
type of clothing because of my size I would be severely offended so I do understand
where she is coming from upon reflection.
5. Conclusion - what
else could you have done?
It the time I was not as
understanding as I should have been. I was too busy thinking that the store
should not be promoting an unhealthy weight by stocking large sizes. I have now
realised that this is a very unrealistic and skewed view. I should have told
her that this was good constructive criticism that I could pass onto the head
office for her, as at the end of the day, if our target market is getting
larger, so should our sizes.
6. Action Plan - if it
arose again, what would you do?
If the situation arose
again I would definitely use more understanding words. I would also try the
best I could to find styles that she liked that were available in her size.
After reflecting on this experience I've realised I need to put myself in other
people's shoes before I make a judgement.