Do we really know what your customers want or what they think about you? Businesses can not be successful without knowing what the customers need. Below are a few activities you can conduct to find out what customers want out of products/services and what they think about your services/products? The methods you choose and how you use them depend on what the type of feedback that you want from customers, for example, to find out their needs in products and services, what they think about your products and services, etc.
Ask your employees
Your employees are usually the ones who deal with the customers the most. Ask them what your customers say about the product/services. What are some of the common questions you get asked often? What are their complaints about? Do they say anything about your competitor’s products/services?
Use comment cards
Comment cards are a great way to get feedback from your customers. You can place comment cards on your website, inside you product, leave them next to the register, and mail them to customers. Ask them basic questions such as: Were you satisfied with our services? How could we provide the perfect services? Are there any services you’d like to see that don’t exist yet? What areas do you think we can improve in?
Stay on top of your competition
The more you know about your competition the better you will be at providing a better service. Here are common questions you should be asking yourself? What is your competition selling? Ask people who shop there. How are there prices? What draws you to their particular location? You be surprise to hear the reasons. People will go out of the way if they think they are getting a better service, deals, quality, and attitude. Many people don’t notice sales or major items in stores. Start coaching those around you to notice what’s going on with your competition.
Management ask your customers yourself
Interact with your customers. If you ask them questions they will answer. Give them a reward for answering your questions. Great customer’s service and small gestures and lead into them telling others how excellent and nice your staff treated them. I remember when I went to eat at Outback Steak House, the general manager came over to our table and ask us during our meal, “How was the food and service?” He was polite, friendly, and sincere. I couldn’t help to answer him in such a pleasurable voice how excellent the service and food was. To my surprise he gave me a complimentary card for a free appetizer. Till this day I remember him for his excellent customer service and that he genuinely appreciated his customers, not because of the complimentary card but because he took the time out to personally ask me how his service was himself? Those are little things customers remember and will be happy to share their experience with others.
Take time out to take notes
Pay attention to what your customers are buying and not buying from you. Have it written down for your records and documentation. These notes are great to help train new personnel, replenishing inventory and also help you when you can not think.
Invest into focus groups
Focus groups are usually 8-10 people that you gather to get their impressions of a product or service or an idea. Get volunteers, ask valued customers to participate, and ask employees their personal opinions.
Conduct surveys by mail or phone
Some people love to answer surveys especially when discounts or free items or involved. If it is done by mail, include a self stamped envelope or card and have them return it back to you. If it is done by phone, you can hire students to conduct those services every six months for you.
