So, following on from Tip 166 about asking your customers for feedback, here are the five magic questions you need to include!
1. If our products/services could be 10% better than we are right now – what would we be doing differently? 2. If there was one product or service you'd love to buy from us, but we don't currently offer – what would it be? 3. If there was one thing we currently do that might stop you coming back to us – what would it be? 4. What would you tell your best friend about our product and customer service if they asked? 5. What is the most important thing you like about us? And could we do it any better?
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.