We all appreciate a pat on the back every once in a while. Most of us are pleasantly surprised when the outcomes of customer feedback are more positive than negative. This is mostly because we generally select whom to call. With regular customer feedback built into our business plan, the good far outweighs the bad.
Recently, after making follow-up calls for a customer of mine, I was so delighted to share the good news. Fifty percent of the customers called gave the service the highest marks and shared they would re-use and refer. The rest were unreachable and one can only assume their response would be similar, if not exact, as those I did speak with.
Incredible! For those of you thinking you'll put it on the list of things to do, why wait? If we're doing good work, and we all believe we are, then why not get the pat on the back? There will always be room for improvement, and again, why wait? Even if you get a ear-full from someone unhappy, settle things now! If you're feeling brave, you may ask for what you did right despite their unhappiness.
Asking for customer feedback is very important. How else do we gauge our success? Our accounting can only tell us so much. Follow up calls can provide the "why" which can feed into the development of our businesses. If you're going to grow, you'll need to fit this feedback in somewhere. If you have to outsource, a virtual assistant may be a nice fit for you. Make a plan, and set out some questions. Keep in mind how much you love to answer questions over the phone at dinner hour or any other time of the day for that matter.
Watch for more details on this. I think I may just write an article!
Nimbly,
JCM
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