Easily Said & Done
  • Home
    • Clients
  • What We Do
    • Customer Experience
    • Simplification
    • Government Projects
    • Small Business Strategy
  • Case Studies
    • Win-Win Lending
    • The Helpful IRS
    • Training Sprints
    • Technical Writing
  • Simply Smart
  • Join Me

Look Back to Move Forward

9/6/2018

 
Picture
Setting up a mechanism for consistent feedback from your customers is a critical element of sustainable success. 
It’s definitely the time of year to be reflective and contemplate what you could have done differently, should be doing better, and would like to be doing hereafter. In the spirit of such soul-searching times, I thought I would relate a recent experience I had with a prospective client whose success relies on repeat and referral business.

During the course of our conversation about how to increase sales, I suggested that Bob (not his real name) could build his business by implementing a follow-up survey of no more than 5 questions delivered electronically to customers shortly after their experience in his shop. Bob thought that would be a huge imposition to his customers. I suggested he ask his customers at the point of sale if they would be willing to participate, assuring them that the survey was very short. Again, he rebuffed my suggestion, believing his customers would never go for it.

Finally, I asked Bob if he felt it was an imposition whenever he was asked for feedback as a customer. He thought about this and said, “If I don’t care about the company, then yeah, I guess, I don’t really want to be bothered filling out a survey.” “So,” I said, “is this how you think your customers feel about you and your business?” I knew the wheels were turning then, and why Bob was so resistant to the idea of asking customers for feedback wasn’t about his customers’ feelings, but his own fear. And, I think he realized it, too.

What if the worst thing happened and none of his customers was willing to participate? Or, what if he got negative comments back? Either way, his customers would be telling him something he really needs to know, and that’s the key—knowledge. If you don’t know what’s preventing your customers from doing more business with you, how can you overcome it? Like any one will tell you, the first step to solving a problem is admitting you have one and this is no different in business.

Setting up a mechanism for consistent feedback from your customers is a critical element of sustainable success. The trick is in asking the right questions in the right way via the best system for your customers and your business.

For more information or to determine the feedback mechanisms and processes that are right for you and your customers, contact me today.

Comments are closed.

    RSS Feed

    Categories

    All
    Blogging
    Branding
    Business Management
    Business Model
    Business Plan
    Business Strategy
    Business Systems
    Communication Strategy
    Copyright
    Creative Inspiration
    Customer Engagement
    Customer Experience
    Customer Feedback
    Customer Survey
    Domain Protection
    Expert Advice
    Gamification
    Genius Storytelling
    ICANN
    Intellectual Property
    Life-long Learning
    Marketing Strategy
    Mastering Simplicity
    Messaging
    Negotiating
    Networking
    Online Learning
    Recommended Reading
    Relatability
    Sales Strategy
    Simplification Expertise
    Small Business
    Smart Leadership
    Smart Solution
    Social Media
    Startup Strategy
    Time Management
    User Interface Design
    Vacation
    Web Strategy

    RSS Feed

contact ME

© COPYRIGHT 2015-20. ALL RIGHTS RESERVED.
  • Home
    • Clients
  • What We Do
    • Customer Experience
    • Simplification
    • Government Projects
    • Small Business Strategy
  • Case Studies
    • Win-Win Lending
    • The Helpful IRS
    • Training Sprints
    • Technical Writing
  • Simply Smart
  • Join Me