What better way to assess how good you’re doing than to ask your customers. It seems I’m asked to take "how are we doing" surveys a lot; one of the most amazing things I’ve encountered is when they tell me how to grade them. "Our rating scale goes from 1-5 with 5 being the highest score. Please give us all 5?s because we’re in a competition and we’ll lose out if scored lower or, our boss would not be pleased with less." This scenario happens often enough to make me wonder- what do businesses really think about customer service and what are they doing with all this feedback?
It makes people feel good when you ask for their input but unless they see action it amounts to nothing more than lip service; and you can bet they’ll notice! How does your company view customer service? Is it ingrained in the culture and sincere or is it deemed a necessity without a heart? Are you genuinely interested in your customer’s opinions? When you ask for a customer’s opinion are you prepared to take action?
Customer service is best appreciated from the perspective of the customer. Here’s a few things to think about:
The next time you ask your customers for their opinion, ask yourself this: Do I want to hear what they have to say? Am I genuinely prepared to do something with the feedback I receive? If the answer to both of these questions is yes, I imagine you’re enjoying a loyal customer base and all the rewards that go with it. If you answered no to either question (be honest), you might want to do a bit more thinking. The customer may not always be right but without them your' business will be a lot more than lonely.