By Eric Johnson | Minuteman Press
You're standing in front of your customer while finishing up a transaction. With your business complete you notice your customer seems satisfied and you move on to something else. Were your instincts correct? You could have put them on the spot and asked them if everything was to their satisfaction. You question yourself and wonder if that is what you should have done. They are gone now and you can only hope they return in the future. Even if you had asked them this question in person, would you have gotten and honest answer? Very likely they would have responded with an answer that you wanted to hear and not necessarily the one you needed to hear.
Perhaps everything was fine and the customer was truly happy with the service you provided. There are ways to find out the real answer to this question that don't involve direct contact. What are some of these methods? An easy and quite simple way is through the use of comment cards. Having these made the size of a standard postcard makes them versatile in the way in which you can get these into the hands of you customers. For example, you could have them on the counter of a storefront business so that customers could fill them out while they are there. The collection could be kept anonymous by having a comment card box for them to drop them in upon completion. This encourages more honest answers than you might get by asking them directly. You could also have your address pre-printed on them and place a postcard stamp on them for easy mailing. Your customer may choose to place a return address on them to let you know who it was from so they can be contacted for further discussion, or they may choose to be anonymous which is fine as the response is what you are after. I would have a rating of say 1-5 with 5 being the highest in customer satisfaction followed by some blank lines for the customer to write comments. These could also then be left with a customer when a transaction was complete, or you could place them inside product packaging for completion once they got the product to their home or office.
Another way to gain these answers is in the form of a survey. There are many services these days that provide templates to create these easily and get them in the hands of your customers. Generally these are electronic forms and are sent via an Email. They can be answered quickly and you have the answers you need in a short period of time. You could add a field where the customer can decide to input personal information so they could be contacted for further discussion, but if you choose to do this make it optional as you are more likely to get responses from those who wish to remain anonymous.
What is the main goal of obtaining this information? The main goal is to find out the good and the bad thoughts of your customers so you understand what is working along with what is not. Nobody likes to hear bad things about their business; however, if bad things are happening you need to know about it. Fixing problem areas will help lead to customer retention which is vital to any business. You can expect around 4 to 5 people to be told of a good experience and approximately 10 of a bad one. The costs of gaining new customers is also much higher than maintaining the ones you have.
If you are interested in having a comment card made simply click here to place an order and we will get started on making them right away. If you ever need any assistance with printing or graphic design to help further your business then send us an email to setup an appointment and know we are always there for you.