This is often because you don't communicate with them on a regular basis and they just don't feel the love! They may be feeling a little annoyed or disappointed in your service or products and, because us Brits are often too nice to complain, they won't tell you. They just won't come back.
So how do we ask for feedback from clients and customers?
We ask them! Ask them a specific set of questions that are designed to find out what you need to do to turn them into a raving fan.
It doesn't matter how you do it - just do it. And then – most importantly – act on it! There is absolutely no point in asking for feedback if you’re not prepared to act on it.
Improve where you need to. Make your service or product better. If you can't do what the customer wants, say so. Be open and honest. Tell them – even if it’s just to say thanks for their comments – that you understand and appreciate what they have said and explain why what they are asking isn't possible right now. Customers just want to be heard and appreciated.
Find out the magic questions to ask in Saturday's blog.
Keeping you in suspense :-)
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