How can I find out if my clients are happy so I don’t lose them? Do I just pepper them with questions?
This week’s Secret Soloist is answered by lawyer Debra Templar.
Let me answer your last question first: Yes, they’ll be bothered by lots of questions on how you are doing!
Your customers expect you to know how well you are doing.
Here’s how you should be able to gauge your business health:
- Number of customers
- Number of sales
- Number of items per sale
- Average sale
- Number of repeat customers
- Number of referrals (new customers)
These are just some, not all, of the ways you should be measuring the success of your business.
If you have real live interaction with your customers – ask them how you’re doing. Say something like, “Do you mind if I ask you a question?” (It’s important to get their permission to ask them a question.)
They will say yes (trust me, they will).
Questions you can ask include: Are we doing everything we can to make you happy? Is there anything we could be doing better?
Then be quiet and listen to their answer.
Watch their face and body language and do not get defensive when they give you tips on what you could be doing better.
You’ll find if you ask your customers this sort of question you’ll hear what is important to them.
If you don’t have real live interaction, a survey is certainly a way of gathering information. Get it professionally worded so you can find out vital information – not simply back up your thoughts.
Do not make it an interminably long survey. They are irritating and you’ll find people will drop off after the few pages.
Why? They have better things to do with their time than answer inane questions. And, for heaven’s sake, do not ask the same question 15 different ways. It will make your customers hate you. Customers don’t spend money with businesses they hate.
You can certainly have a contest – put it on your website, blog, Facebook – such as “name the one thing we could do better that would make you very happy” and give a prize to the best answer. But, again, be prepared for the answers.
Have you set a Google Alert for your business name, to see what is being said about you in cyberspace? If not, you should do.
In my personal opinion; the simpler, the better. The best way of all is to talk with your customers and listen to their answers.