Tip 166) Understand How vital it is to collect feedback from your Clients and customers

When was the last time you actively collected feedback from your current and past clients? For many of you, the answer to that is probably ‘never’.

It's one of those things we know we should do but never get around to doing. Often, the main reason for this is because we are scared of the answers we will get. And then we will need to act on them! 

It can be hugely beneficial and definitely worth doing though, and here's why...

​If you don't ask them, your customers may tell you they’re not happy with their feet. They’ll walk away and move to another business that offers what you do. 68% of clients leave you because of a ‘perceived indifference’. In other words, they think you don't care about them. 

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. 

• Create a survey on Survey Monkey (basic package is free). This could be an anonymous survey.
• Ask them yourself – again use a specific set of open questions (see Tip 168 on Saturday).
• Get someone external to call them and do it over the phone.
• Keep it simple and send a personal email with a couple of questions.
• Post a survey on your website and send customers there.
• Offer an incentive to complete the feedback.
• Ask for testimonials

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 :-)

Jo x

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