Are they really happy with you? Have you asked yourself this question? Have you asked your employees this question? Have you asked your customers this question? How often? Do you really know the answer?
It’s common sense that understanding your customers will help you sell more and offer better services. With surveys you will get some insights as to how you compare with competitors. Do your customers feel like you offer value and quality? Would they recommend your company? What would it take for them to buy more from you?
This is not rocket science!
Figure out the questions that you want to get answers to and ask them. Check out some basic survey questions that you can adapt.
You could send a survey form but it can be much better if you call your customers to ask them the questions personally. Of course, you need to record the feedback properly so you can do some sort of a rating to benchmark the results. There are many tools available to help you get this job done.
You should do surveys annually to compare and track results!
It does not matter much if you do it in-house or outsource. The bottom line is that you should know what your customers think of you, especially those you have lost. Survey all prospects that did not buy from you!
Consider giving a thank-you gift to every client who completes the survey.
By simply finding out what people think about doing business with you, you can unlock the secret to becoming more successful. All you need to do is figure out how to improve your customer’s experience based on the survey results. This may be easier said than done, but it is not impossible to do.
Keep going…do you know what your suppliers think of you?
When people see that you are making a good effort to improve their experience, you will earn their respect. When you actually improve, you will earn their trust. It’s okay to make mistakes. It is not okay to keep on making the same mistakes over and over.
No time to do it? We can refer you to a company that does customer surveys for a living and you get the analytical reports. Sometimes it’s better to have an independent third-party company conduct the survey. If you are interested, just check off “Customer Survey” and complete the contact form on VAROfficeSuite and we will connect you.
It is also a great idea for vendors to survey their channel partners. They will need a third-party to do this for several reasons. Ask us to learn more.
TIP: MSPs and VARs may also want to offer survey-as-a-service to their clients to survey their customers! It is a good business improvement exercise and you may also get some deeper insights as to how technology can help improve the customer experience of your clients…Yet another sales opportunity!