Are you asking your clients why they use you?
Many of us plod along in our businesses happily doing things the way we’ve always done them. When everything is ticking along nicely, it’s easy to forget to ask our clients why they’re really choosing us over our competition.
What’s the point in asking?
It’s time to get past any hang-ups you have about asking for feedback. Any awkwardness needs to be thrown out the window because asking for your client’s opinion is priceless and can help you to work on every area of your business.
Know what’s working (and what’s not)
The biggest advantage of asking for feedback from your clients is the simple fact that you can find out what aspects of your services you are doing well and where you’re falling short. It means that you can gain insight into your point of difference: why it is that your clients are choosing to do business with you, instead of your competitors.
Make room for improvement
After you know what’s working, the next step is to zone in on what you could be doing better, and then do it. There is nothing worse than only listening to the good feedback and ignoring the less favourable comments. There’s no need to see it as a negative, just turn it into an opportunity to learn and get it right next time, so your clients keep coming back.
Give your clients a voice
Everyone likes to feel valued and when you provide some kind of method for your clients to voice their opinions about your services, you make them feel important – which they are! Take it to the next step and actually act on their feedback and they’ll know that they are an important part of your business.
How do you ask for feedback?
There are endless options for clients to provide feedback; surveys, feedback forms, live chats, phone calls, polls and face-to-face conversations are just the beginning. There are a few guidelines you should follow when you’re trying to get your client’s opinion, however:
Keep it simple – it’s the oldest trick in the book but that fact is that most of us have short attention spans and we don’t want to do any extra work. Keep your surveys short with 2 or 3 questions that can give clients the opportunity to answer as detailed as they like.
Make it clear – don’t hide away your feedback forms on an obscure page of your website or in the fine print of an email. Let your clients know that you value their input and make it obvious that you want them to be involved in improving your services.
Remember the personal touch – most people like to provide feedback in their own time and at their own pace through online platforms, but it is important to check in every now and then with a phone call or a face-to-face chat. Written feedback is extremely important but hearing the inflections and tones of someone’s voice can be invaluable to working out what they really mean and what they really want to see from your services.
At the end of the day, your clients are crucial in driving your business forward and knowing what they really think about your services is paramount when it comes to making sure they keep choosing you. If you’re not getting feedback from your clients, you’re missing out on an invaluable resource – start asking your clients what they really think, today!