Looking after customers – are you really giving them what they want?

About 10 days ago we had a quick look at different types of customer service.

Happy customers make for great businessMost businesses will give satisfactory service, nothing to complain about but nothing worth talking about either. So if you can provide sensational customer service you stand to be in the minority and therefore you will be noticed for it.

But whilst you might think that you give great service do your customers agree? How do you know?

So how do you find out what your customers think?

A few might tell you. You might get the odd letter of thanks, or the occasional complaint. But what about the majority?

Well generally the only way to find out is to ask them. Get into the habit of measuring customer satisfaction. Find out what your customers think. That way you can deal with problems as they arise, and take advantage of positive feedback.

So what can you do?

There are various ways to find out. You could ring people up and ask, either yourself or get somebody to do it for you. You could write to them , you could write and enclose a questionnaire. You could have feedback forms for customers to fill in after you have done some work.

But you have to take the initiative, it is rare for a customer to act on their own – unless things are really good or really bad.

So, like it or not, you have to take the lead. Decide what method you will use and build it into your systems and processes, make it automatic so that customers are always asked what they think, and whether they are happy.

Think about how you will get feedback from your customers. Or if you already have systems in place, why not let me know what you do?

Comments

  1. Angelita Bird says:

    Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

  2. Delivering excellent customer service is another way to show your customers that you appreciate and care about them.

  3. Mari Woodward says:

    Have you ever considered publishing an e-book or guest authoring on other websites? I have a blog centered on the same information you discuss and would really like to have you share some stories/information.
    I know my subscribers would value your work.
    If you’re even remotely interested, feel free to send me an e mail.

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