We all need feedback from our customers. We need to know that we are giving them what they want and if there are any problems brewing. Every business should encourage its customers to give their opinions on their experiences.
The reality is that unhappy customers rarely take the time to complain about a problem. Instead, they simply don't come back. The challenge is to identify any problems before you lose them. Likewise, if there are things that you are doing that are succeeding in pleasing your customers, you need to know about them so that you can reward your staff and acknowledge their service, and thus ensure that they keep happening. So, how do you encourage your customers to give you feedback?
Here are some of the most effective ways to get feedback from your customers:
1. Ask them - walk up to your customers, introduce yourself and ask them what they think about your business.
2. Have a suggestion box - with a big sign and some pens and paper. Encourage people to write down their suggestions and ideas and to place them in the box.
3. Have a questionnaire on your website - if your customers are likely to use your website, have a simple questionnaire on the site that can be filled in quickly and the response emailed directly to your business.
4. Do a follow-up call after a sale is made.
5. Send your customers a customer satisfaction questionnaire.
The main message here is that it is very important to get feedback from your customers, and you need to ensure that this is made easy and non-confrontational for them. When doing any kind of survey, it's important that you give your customers the opportunity to remain anonymous.
You want honest answers, not just polite compliments. By asking your customers for their opinions, it shows that you value what they have to say and that will help to strengthen your relationship.