In an attempt to improve our products and services offerings, every now and then we’ll need to know our customers’ thoughts about our offerings – Feedbacks. . . Customer feedback is the information that you get from your customers about the work that you do for them, positive and negative. How do you get yours? . .
There are several different ways in which feedback can be gathered.
Best and worst selling products/services.
Repeat business.
Behaviour and body language observation.
Questions asked.
Complaints.
Verbal comments.
Conversations with customers.
Testimonials and letters.
Recommendations.
Survey information.
Why is this important? It is important to be aware of the feedback you are getting from your customers.. This is how you learn about what is and isn’t important to the people you wish to influence. If you are selling something that people want and you are delivering value, you need to know about it!
This is information that you can use to attract more customers. It is also a confidence boost for you if you know how much people value what you offer. You can allow yourself to feel good and very proud of what you are doing. If your business is missing what customers value most, you need to know about that as well.
This information can teach you how to make your business more attractive to the people that you value most: your customers. Your challenge. Your challenge is to set up a system both to gather and evaluate this information on a regular basis. You need to be open and able to listen to customers’ views. You will need to be prepared to ask and develop questions that are targeted to extract the right information. When asking for customer feedback you will need to be careful about guiding the customer’s mind in the right direction. If you ask ‘What didn’t you like about the service today?’ the response can only be negative. Whereas if you say ‘What did you think about the service today?’ and give a choice of responses, there is a greater chance of a positive result. Now, try this suggestion as soon as you can.
