In TN, we have maintained a Site Folder. So, from day one to completion- the associate updates everything on the folder itself and gets an acknowledgment from the customer in each visit.
In the end, we have a blank page for feedback [in any preferred language]. Many associates hesitate to take feedback – they fear that the Customer may give poor feedback.
I insisted and followed – up on this [getting feedback from the customer] in a regular manner. I also tuned the associates to work on mixed feedback. Told them not to worry. [That they will not be penalized for bad feedback].
So, second-third site onwards they started getting good feedback. I took a photo of the feedback and shared it with the associate group itself. He [the concerned associate] feels happy and others get motivated. This shows ownership and attitude changed due to the appreciation.