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| Improve Response Rates with Promotional Items |
However those negative tidbits can be just what the doctor ordered when it comes to boosting your business. Those hard knocks become pearls of wisdom… the pearls that are needed to make your business essential to customers which often leads to more referrals and increased business.
Where do you rate in terms of facing the issues that arise in your business? Are you avoiding problem areas or are you addressing issues that customers bring to the forefront? How does your business currently obtain feedback from customers? Do you send out surveys, does someone follow up in person or by phone after the sale? Is there an opportunity for customers to be open and frank with their feedback? Is there an incentive for customers who provide feedback? What do you do with the feedback once you receive it? What actions do you take if for example, if you receive negative feedback or complaints?
All these questions are critical to the success of your business. If you don’t know what your customers think about the experience they had with your business, you’re operating in the dark with one hand tied behind your back. You might as well close shop. If customers are unhappy, many of them won’t complain… they just leave, and never come back. They never refer you to their business associates, family and friends. As a matter of fact, these are the people they will complain to.
People will support your business not because they think it looks good, but because they know it is good. If they have problems with your services, customers are the best source of objective advice on how to make things better. So today’s tip involves having a process (there goes that word again!) in place that allows you to regularly obtain feedback.
Give customers options (anonymously or in person, by phone, hard copy surveys, online surveys, etc) which will increase the likelihood that they will give you feedback. As an added bonus, including lightweight promotional items (like business card magnets) with surveys that are mailed and/or placing a message with a link to an online survey on a promotional item is a proven way to improve response rates. Coupons, discounts and other money saving values are great ways to encourage feedback as well.
The goal is to create an environment where feedback is encouraged. And once your customers have given it to you, let them know how you are going to use it. They will begin to feel involved in your business, and are more likely to send other people your way.
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