Most customers won’t tell you if you have done a bad job they just won’t use you again. If it reaches that point it’s too late for those customers but to secure more repeat business you need to make sure what you are delivering is meeting customer expectations.
There are two keys ways you can do this the first is by really thinking about the customer experience, by putting yourself in their shoes and thinking about how they feel when they interact with your company and the second is by asking for feedback.
Customer Experience
In my previous post, the 1st and most important system you can develop for you business, I looked at the sales system and how it would help your business to map this out in detail. In addition to the points discussed in that post, doing this also helps you think about the interaction your customer has with your business. If you are small business you can control this interaction if you are larger it may be more difficult.
Take a long hard look at the first impression your company makes when someone makes contact with it. For example, what impression are you or your front line staff making when they answer the phone.
In fact look at every point of contact your business has with its customers and see if this can be improved.
Ask for Feedback
Don’t overdo asking for feedback, as there is nothing more annoying, but try to identify at least two points in your customer experience where you can ask for feedback and once you have gathered this information act on it.
There are numerous tools for asking for feedback, reviews on google, online questionnaires or just a good old fashioned feedback form.
Personally I always provide honest feedback to help businesses do more of the good and less of the bad.
We are only human
To err is human or so they say. We all make mistakes but it’s how we deal and learn from these mistakes that makes the difference between you and your competitors. So value the feedback you get and try and modify your system to avoid repeating errors.
