Are your customers telling you the whole truth?
When it comes to your customers, silence isn’t golden according to this infographic from Salesforce. Concerns can crop up throughout a project and not be shared with you because the customer might feel that their concerns are not significant. In fact, less than 25% of customers complain when they have an issue. If you’re hearing crickets from a client who might be less than satisfied, the infographic shares you have a 75% chance of losing their revenue. Luckily, this can be avoided with a little dedication to communication and customer service.
Encourage your customers to come to you with any concerns so you can find a solution that works well for them. A customer who communicates their grievances with you can actually benefit your business more than a close-mouthed client. They help you identify problems, you have a chance to make improvements to your process, and resolving a customer complaint can actually earn you a loyal client. Be proactive and communicate with your customer on all critical aspects of their project and provide progress updates. No one will accuse you of over-sharing details.
If you really want to get honest with your clients, consider using a third-party service. Authentic feedback about your business is invaluable. Not only does it enable you to better understand your existing clients, it also provides you with an opportunity to improve things you otherwise would not have known needed improvement. According to Salesforce, it costs at least 5x as much to win a new customer as it does to keep an old one. Cultivating a strong relationship with your customers is worth it.
Ready to start gathering authentic feedback? Sign up for a free trial and we will survey up to 20 of your past customers at no cost.
