If you seek feedback from customers by simply asking, perform a quick and easy survey. Ask them how was everything, but you can be seriously misled.

Most people, even those with legitimate complaints are reluctant to speak out, because they are afraid of appearing foolish. This tendency is probably more widespread in smaller communities, where friendships often stand in the way of critical review.

Also, if your attitude is such that customers feel complaining will not do any good, and you may be antagonizing customers without even knowing it.

One solution is to take a few customers aside and ask them some sincere questions about how your business met their expectations and where it fell short.

If the customer appears uneasy, do not press the issue. You will only force him/her to give you brief answers to escape the situation. If you get a good response, take notes. Follow-up letters thanking the customers and telling them what you plan to do with their suggestions will bring you friends for life.

No related posts found.