🤘 hearing is not learning

Receiving feedback is not learning.

I’ve been helping a dev shop improve their service delivery with one of their biggest clients. The CTO of this client expressed frustration that the dev shop kept making the same mistakes, even after receiving feedback.

Yet the people I’ve spoken to at this dev shop pride themselves on continuous learning.

So where’s the gap?

They don’t have a system for implementing feedback. It doesn’t matter if individuals are learning if the institution itself is not learning.

Great agencies learn from feedback - so they never make the same mistake twice.