When was the last time that a business contacted you and asked, “How are we doing?”
Don’t count those who asked you to fill out one of those inflexible online surveys. And exclude the calls from the market researchers who sound like robots.
I’m talking about the business that went out of their way to really ask and listen to what’s on your mind. The business that really cares about what matters most to you.
My answer is NEVER! I hope your answer is better than mine.
Somehow it just doesn’t make sense to me that businesses will spend huge amounts of money on marketing and advertising to acquire new customers, yet their existing customers rarely hear from them unless they want to sell you something.
What Would You Think If Service Providers Cared Enough To Ask? I’ll bet you’d feel like royalty! The next best thing to receiving great service is knowing that a business truly cares about what you want from them.
Making your customers feel like royalty is as simple as having regular conversations with them about what’s on their mind and what matters most. Some service providers call them “client perception interviews”; I prefer simply “client conversations”.
Essentially, what you’re doing is establishing a new customer retention strategy. It becomes a standard, ongoing, business process focused solely on listening to your customers.
How’s that for setting your business apart from the rest? I dare you to try it!
Need help? Let me know!
Hat tip to Mike Sansone from ConverStations for inviting me to participate in his Carnivale of Customer Service
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