Feedback mechanisms are an important tool for improving the performance on a daily basis and understanding the lack of service standards that are reported by the feedbacks. Just as the two employees, Andrew and Daryl are getting weak response from customers and they seem to be having a problem with the customer interaction and providing proper services, the feedback generated can be used to understand the failure points and accordingly formulate a plan of rectification. The feedback mechanisms are to be gathered from all customers, from all employees about their thoughts on the business model, the changes that are possible to be implemented and the employees concerns about the goals and targets to be achieved (Dunton, 2008).
Feedback provides information about what is done in a good manner and what is done in a bad manner requiring change and correction. The feedback coming from all customers is to be studied properly and it must be made sure that the same mistake is not repeated by any of the employees during their next tour as a guide.
Information coming from the feedbacks must be arranged in a manner which is useful for future actions and must not create a hindrance in any progressive actions. The flow of actions must be coordinated with the use of relevant information and the feedbacks must be used properly to help support the implementation of all changes (Ford & Greer, 2005), and also sync all activities so as to have less friction between changes planned and changes realised. Consistent change needs consistent relevant information and then all actions must be linked with the organisational activities to make it last for long and deliver the expected objectives and results.
Thus, feedback mechanisms from customers, from employees, and from all third parties must be used for enhancing the adventure tour experience for all customers through appropriate investment of the information gathered.