Are your customers telling you the whole truth?
The best home pros know that even when things are going well, it’s important to evaluate how your business is performing in the eyes of your customers. Reputation is everything in today’s society, so having a proactive approach to customer satisfaction is the only way to go. Here are three things you should be doing to improve and maintain your bottom line.
Ask the right questions
In order to get an accurate read on how you’re performing with your customers, it’s important to ask questions that capture strong and candid responses. GuildQuality offers a variety of survey templates which our members use to gather feedback from thousands of customers every month. We also offer the option of customized surveys to fit your specific needs. By asking comprehensive questions about your customers’ experiences, you are proactively uncovering areas of improvement.
Share the results with your team
Once you’ve perfected your survey template and you’ve started receiving customer feedback, it’s important to share the results with your team. No matter if your company has two employees or 200, it’s important for everyone to know where they are excelling in the eyes of your customers and where they need improvement. It’s also a great way to highlight employees who are going above and beyond to create positive customer experiences. With GuildQuality’s reporting tools, you can quickly and easily analyze customer satisfaction, determine what is and isn’t working, and share those results with your team.
Listen and act
Now that you’ve got all this great, authentic customer feedback, it’s time to listen and act! If the feedback is positive, you’ll know that what you’re doing is working and that your customers are happy. It’s also a good idea to share these positive comments on the web to promote your service excellence and to differentiate yourself as a quality-minded company. Feedback is not always positive, but that’s ok! When you do receive negative feedback, you are presented with the unique opportunity to turn an unhappy customer into a raving fan by offering to do whatever it takes to fix the problem.
