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3 Timing Problems With Your Feedback Structure — and How to Fix Them

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3 Timing Problems With Your Feedback Structure — and How to Fix Them

I held a Disneyland pass for eight years. The email asking me to renew reminded me why teams often stop providing feedback.

An email arrived this summer with the subject line “Magic Key Holder, your Magic Key pass expires in one month.” It invited me to renew before my expiration date of Sept. 17.

I’ve been a pass holder since 2018, first through the Annual Passport program and then through Magic Key, which replaced it in 2021. This past year I held the Inspire Key, the top tier, at $1,749. I’ve stayed at Disney’s Grand Californian. I’ve booked guided tours at both Disneyland and Walt Disney World. I’ve eaten and shopped in the parks.

I decided more than six months ago that I wasn’t renewing my pass. My last visit was December 20. I still love Disneyland, and I plan to go once a year with my parents.

The part of the email that stayed with me was the timing. It was tied to a date on my contract. It had nothing to do with anything I did or stopped doing. If they had solicited my feedback earlier and not just assumed I would renew my pass, they might have changed my mind.

In my work coaching tech leaders, I watch the same thing happen with feedback. Leaders build a feedback process, put it on a schedule and receive information too late to actually act upon it. Here are three timing problems to fix if you want honest feedback from your team while you can still use it.


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