Christmas is drawing near and so is the end of the year. I’m curious, if you were to poll your customers, clients or patients today would they put you on the naughty list or the nice list? Not sure? Here are a couple of examples to help you determine which list you might be on:
-Didn’t send a thank you after your client ordered from you
-Didn’t communicate with your client other than sending promotional emails
-Didn’t survey your clients or ask for their feedback re: your services/products
-Didn’t call your client just to say “hi” or ask how you could help them
-Called AND sent a thank you note after your client placed an order
-Sent out monthly newsletters to educate and inform clients about topics that would interest them
-Sent out an annual survey to your clients to get their feedback and called to address any issues
-Called your client to congratulate them on their business anniversary & invited them to your networking group
You get the idea. As we are beginning to wrap up 2013, I would highly recommend reaching out to your key clients to get their feedback on your products, services and customer experience. The feedback you receive can have a HUGE impact on your business and help you avoid losing clients and revenue. I did this and it worked. When I was the Marketing Director for a local accounting firm, I spent a year visiting with clients to find out what they thought about our services. I was amazed at the feedback the clients gave me and how simple some of their requests were. One client was thinking about leaving our firm because they were simply frustrated with the lack of communication. When I asked what we could do to remedy the situation, they said all they wanted was to have their accountant let them know when they received the financial statements the client had sent. That’s a pretty simple request that could have cost us a client and thousands of dollars in revenue if we hadn’t taken the time to connect with them.
There are a variety of tools you can use to gather feedback from your clients. You can simply call them, take them out to lunch or send an email survey (if you have a large volume of clients). The email survey tool I use most is Constant Contact’s Survey Tool. It’s very simple to use and allows you to customize the survey to best suit your needs. If you would like to try it for free simply click here. Although the Constant Contact Survey Tool is my favorite, there are also other options out there like Survey Monkey and Kwik Survey too.
At the end of the day, it doesn’t matter which tool you use…just make sure you connect with your clients and make sure you’re on the Nice List not the Naughty List!