Do you want to know what people really think about your business? Why don’t you ask them? Most people will be flattered that you care enough to ask and value their opinion. Today’s customer is accustomed to talking or sharing their experience with the public – whether through online reviews or social media. It’s smart to get a headstart and allow them to tell you first!
We understand that by asking a question, you become vulnerable to answers that may be hard to hear. However, if you embrace the opportunity and ask, the customer will guide you to a more effective and enjoyable experience for all of your customers and your team. Here are five questions for you to ask your customer:
1. “Why do you buy from us?”
The answer will highlight your product and service area strengths – some of which you may not be aware. It will also enlighten you to weaknesses that need to be corrected.
2. “Is there a particular team member that has impressed you in our organization?”
A customer may not have an answer; however, this question allows them the opportunity to reflect on the experience and to highlight the ‘unsung heroes’ on your team.
3. “Would you refer our product or services to others?”
You must be ready for and invite an honest answer. The response will give you insight into the value of your product.
4. “Is there anything that we can improve upon to serve you better?”
No matter the response, you must commit to listen carefully, provide respectable feedback, and acknowledge the value of their insight. Although sometimes difficult to hear, this customer response will always highlight areas that can be improved upon.
5. “Can you share an area of service or a highlight of our product that you have enjoyed?”
This is a natural way to invite a testimonial or a referral for your marketing purposes and to gain potential leads. The answers will enlighten you as to the value that you and your team bring to the customer.
We understand that asking these questions can be uncomfortable for you and your team to do. It’s time to put your uneasiness aside and understand that by doing this you can only become stronger and achieve greater customer satisfaction. So, go on, ask the questions, listen to the answers, and do something about it! What have you got to lose?
