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Feedback

Feedback is given soon, in private, about a concrete situation — and taken as a gift, not a verdict.

How to give feedback

Use the three steps situation – behaviour – impact:

1. Situation — when and where: «In yesterday's call with the owner …»
2. Behaviour — what you saw or heard, not what you think of the person: «… you promised a repair date we had not agreed with the craftsman.»
3. Impact — what it caused: «… so now we have to correct it, and the owner may lose trust.»

Then ask, and listen: «How did you see it?»

How to take feedback

• Listen to the end, and ask questions until you understand.
• Say thank you. You decide afterwards what you do with it.

When

Moment	What
Right after	short feedback on a concrete situation, the same day if possible
Every quarter	a short one-to-one: what went well, what to change
Once a year	the annual talk on goals and learning (Personnel administration)

Feedback from owners and tenants

Every complaint and every compliment from an owner or tenant is noted with its request. Once a quarter we look at them together and change the playbook where a process caused them.