We talk with our customers all the time. We're servicing them, selling them things, transacting with them. All the work day long, we're in communication with them.
But have you ever stopped for a second to ask your customers how it's going? More specifically: 'how it's going doing business with you?'
Ask a few questions like:
• How do you feel about the service we provide you?
• Is there some way we can service you better?
• Is there someone here who services you really well?
• Is there someone here who doesn't?
• Are there additional hours we should be open that would make it easier for you to do business with us?
• and other questions you'd like to ask your customers
When you ask your customers (clients, patients) questions like this, two things happen:
1) Your customers feel their opinions are valued and they feel they have some real input into how they will be serviced. They genuinely like this.
2) You have just collected some incredibly valuable information on how you can improve things.
You may find out that there's a particular employee who gets on the wrong side of too many of your customers. Fix things with that employee or have them seek employment elsewhere.
You may find out a few incredibly minor things about your service that, when corrected, improve overall productivity. Or you may find out something major that you had not been aware of...and now you can take steps to resolve it. Elephants in your workplace can be really hard to handle, especially when they haven't become visible yet.
Whatever you find out, the more you ask your customers for their feedback, the more you'll be able to improve your service. And this tends to have a very nice effect on your bottom line.
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