How often do you seek objective feedback about the service that your business is providing? And I do not mean the equivalent of a waiter in a restaurant: “Is everything OK with your meal?” – just as you have a mouth full of food – on these occasions there is only one expected answer – which is the one they get 99% of the time. They are not seeking objective, honest feedback when they interrupt your conversation and your meal with a closed question.
You might think that your customers are telling you what they think of your product or service. But very often they are not, you need to ask. And you need to ask open questions at a time when people are prepared to be open and honest with you, not when they are just getting to the important part of their own conversation.
By asking for feedback in the right way at the right time, you will get an honest review. Then you have the opportunity to improve service delivery and to resolve minor issues before they became major problems that may result in a lost client.
Ask for feedback. You might not always like what you hear, but it is much better to know than not know. If you do not know about a client’s issues, you won’t have the opportunity to do something about them.
And most important of all, once you have their feedback:
- Take Action – and let your customer know you took their feedback seriously by improving the things they told you about.
