13 July
I like to ask questions. How you phrase questions and what you ask can dig up information that you otherwise wouldn’t find. One of my favorite questions to ask during my discovery phase is: “What is the most common constructive piece of feedback that you receive from your customers?”
By replacing “complaint” with “constructive feedback” in that question people feel more open to share things about their business that may be less than stellar. When you frame things in the light of criticism however, it tends to make us defensive and we shy away from sharing that same information.
I like to ask the question “What is the most common constructive piece of feedback that you receive from your customers?” because it helps shine light on how we can improve the customer experience. If you have read any of my previous articles or posts, you know I am a huge proponent of the customer experience. I revolve all the processes I help my clients create around the customer experience.
There are many studies out there on how companies can better satisfy their customers and two of the most common items on that list are: Escalate systemic problems and solve the problem.
If you are not proactively asking your team for the most common constructive feedback they hear from customers then you are missing out on a huge opportunity. By compiling this information and making sure to include it in your “Issues” section during company meetings you are sure to be continuously improving your client experience and your customers will feel heard and appreciated. Clients that feel heard and appreciated end up long-term customers and powerful referral sources for your business.
Make bringing one piece of constructive customer feedback to your weekly team meetings a mandatory item for all your customer facing employees. Then problem solve them as a team and make sure to assign action items across your team members to ensure the ideas that come up are executed on.
Do you have a common piece of constructive feedback that your customers regularly bring to your attention? Have you done anything to address that feedback yet? If not, now is the time.
Don’t underestimate feedback from your customers. Make it a focal point of your business to address and solve what they bring to your attention. This is how a highly successful business operates.