Only 4%. That’s the percentage of customers that have a problem with an organization that will come right out and tell you about it. Sure, they’re happy to post a review on Yelp, or post a complaint on their Facebook or Instagram account. They’ll tell their buddies or relatives, but most won’t tell you.
Then they may return to your business – or not – but either way the bad word-of-mouth is out there.
Many companies understand the huge negative financial impact of poor experiences, so they conduct surveys, mystery shop, and try to improve their customer service based on the Voice of the Customer.
But what can you as an individual do to uncover any issues when you’re engaged with the customer? You can simply ask, and here are Ten Ways to Ask for Feedback:
- (For incoming callers who go through a phone tree) How was your experience in getting through to me today?
- What do you think of our store (or website)?
- How has your experience been?
- Is there anything we could have done to have made your experience better today?
- Did you get your questions answered?
- Did we address your need?
- Did you find everything you needed easily?
- How helpful has this (or – have we/I) been to you?
- What was our process like for you today?
- Do you have any suggestions about how we can improve our service?
When you get this feedback, you hear the voice of the customer before they leave the door. You turn the 4% into close to 100%. You have an opportunity to address any additional needs or issues. You positively impact word-of-mouth. You allow yourself the opportunity to retain. You make the unknown known.
Don’t let the customer’s complaint fester. Get the customer’s opinions before the conversation ends.
Turn 4% feedback into 100%. It will help you to fix problems on the spot, keep more customers, and get more thank you’s from the customers themselves.