♦️ Diamonds

This feedback is positive and specific.

Like a diamond, it is valuable, and it is sharp and pointed.

Diamond feedback is calling something good out, but taking the time to explain why it was good, so whoever is getting that feedback will know what actions and behaviors led to the positive outcome.

When they can identify what works well, they can focus on delivering that input consistently and sharpening it even more.

Example: "Tyler, you're great at objection handling because you take the time to summarize the objection back to your prospect without firing right back without a response, I think this makes prospects feel heard."

Now Tyler knows that summarizing objections back to prospects makes them feel better, and he can focus on doing this consistently in future conversations.

Negative Feedback:

♣️ Clubs

This feedback is negative and unspecific, and when delivered, can feel like getting clubbed over the head.

Example: "Tyler, your opener sucks, it's too confusing."

Well...okay? Now what? Tyler is pushed into a hole with no way out.

The feedback, while possibly true, is not specific enough to be helpful.

It is criticism with no hope of a solution or offer to help.

This is toxic!

♠️ Spades

While negative, this feedback is specific, helping receivers understand what they did to end up with an unfavorable outcome so they can avoid the same mistakes in the future.

Example: "Tyler, your opener feels a bit rushed, it may be hard for prospects to understand you and that's why they're asking you to clarify who you are, what would it look like to slow your opener down?"

Boom! Way better than a club.

Spades are named such because they are like a shovel - giving specific feedback will help your teammates dig themselves out of a hole and avoid future missteps.

Yes, Tyler got called out for not having a great opener, but his teammate was specific with why it wasn't that great, giving Tyler the feedback he needed to make changes and get better.

Spades are imperative to the success of a team and an organization.

You are human, therefore, you will screw up.

But knowing your team is there to identify gaps and isn't afraid to call out failure is way more comforting than being surrounded by people too afraid to be real with you.

Who would you rather be friends with - the kid who tells you that you've got food stuck in your tooth? Or the kid who sees it and doesn't say anything because they don't want to embarrass you?

Call the food in your teammate's tooth out, but even better, be there to help them pull it out.

Truly Feedback-Forward

Look, nobody likes to feel uncomfortable.

Feedback can be an uncomfortable thing to give and receive.

But having a formal approach to handling feedback makes feedback loops much more natural and way less awkward for everyone involved.

We have to teach our reps how to give feedback, otherwise, they'll be too nervous to give anything but hearts, or turn toxic and hit their teammates over the head with clubs.

Where you give feedback matters too.

There are many places to give feedback in the remote office; Slack, email, post-call reviews, etc.

However, humans connect the most face-to-face, so delivering coaching and feedback over Zoom or while on a virtual salesfloor will yield the best results.

Understanding the 4 types of feedback above, you can create a collaborative culture where people aren't afraid to make each other better because they are equipped to deliver helpful & specific feedback that actually makes a difference.

Rid your hand of hearts and clubs, diamonds and spades are the winners here!