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specialists in enhancement and management of human performance |
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A few years ago, a local business owner asked for some ideas to improve customer service. We compiled a quick list at the time (just as a favor), and sent it along. She reported very favorable results. Below is an excerpt from what we gave her. We pointed to the advertising of a local contractor that published actual surveys for an example. Consider how you might structure such a survey of your clientele: Leslie: As promised, here are some questions for structuring a customer satisfaction survey. Your strategy is very good. By carefully polling your clients, you'll gather some great testimonials. Note Rafael Floors' ads. You will also find areas to make corrections, which will have customers (who felt just "OK" about you) become enthusiastic promoters of Accuchex. In either case, after listening to your clients, increasing your relationship with each of them, and making corrections where necessary, you can follow-up with a request for referrals. It's much like the companies that offer 100% money-back guarantees. When a client is less than fully satisfied, and the company insists on correcting the problem, many clients will stop short of asking for their money back, and virtually none will ever be dissatisfied a second time -- they become customers for life. You may find that you don't need to do advertising, or any sort of PR. If you do decide to, you have great material to draw from -- you can just let your customers speak for you.
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Why did you choose to work with our company? (How did you
decide...?)