Assuming you’re interested in what people notice about you and/or your business. And assuming you’re interested in thanking people for taking the time to let you know, I offer the following guide to the business of customer feedback.
- Make it easy…No arduous processes (multiple layer menus or long lists of questions or multi page comment forms).
- Make it genuine (human) and brief. Best to get it in person upon departure. But if you can’t a brief follow-up soon after will do.
- Make it heard…act like you’re listening and that you care. The request should be personal. And the request should come from the top (or very near the top).
- Thank you…everyone who provides feedback should receive a personalized response thanking them for their time and contribution (repeat customers should get extra attention). Yes, it’s an extra step. But it shows you care.
Of course this sort of attention takes time…probably at least an hour or two each day depending on the size of your business. But if you do this well, it gets noticed and builds trust. And that’s one of the best assets you can build…definitely worth the investment.