Are You Scared of Your customers
Ask your customers what they think of you.
Copyright Scott Stratten. Reprinted with permission.
When I've asked people in business what they do to keep in touch with current clients, usually the answer is "they get put on a mailing list, etc..." but have you ever thought about asking them what they think of you and your company? Usually the answer is no, and surprisingly the reason why people don't is that they're scared.
Scared of hearing they're doing something wrong or they are below the clients expectations. That makes about as much sense as a Waiter avoiding your table after he's served the food because he's concerned you won't like it.
When would you rather hear about your shortcomings, while they're a client, or after they go to your competition?
It's a very simple process called Stop, Start, Continue. Take a list of your current customers and if it's small enough, call each one (or if too large, email them) and ask them this one question:
"Here at ABC Inc, we value you as our client, and we know that communication is the key to a long and beneficial relationship for both of us. I would like to know from you what I should STOP doing, what I should START doing and what I should CONTINUE doing as your XYZ (insert service here)"
You'll be amazed at the responses. If they're negative, fix it. If they're positive, mold them into testimonials.
Don't wait until you lose your client to try to fix a problem. Send this out today and let me know how it goes.
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