Your customers are the most important part of your business and the existence of your business depends on them. When faced with any problems or issues, customers approach the business – either the owner, manager, or the concerned staff with their problems and grievances. Your customers are talking, but are you listening? Listening to your customers is one of the important aspects of your customer relationships and being a successful listener ensures a good business.
Today’s modern technology allows you to employ various tools and strategies to know what your customers say about your business. By keeping in touch with your customers, you can keep them satisfied and develop your business. If you do not take the time to listen to your customers, it can not only cause you to lose your customers but you may even end losing your business.
When you listen to your customers personally, it indicates that you care for them and have concern for their issues and problems. It also tells the customer of the high quality of customer service that you are providing them. Do you take the time to talk to your customers and ask them what they think of your service. And, do you value their suggestions and ideas? A letter or a message expressing your gratitude for their suggestions and ideas would be appreciated deeply by them. Ask your customers about their experiences with your business and the quality of service that they are receiving.
One of the most prominent and important indicators of good customer service would be evident from the repeat business that your customers bring in. When your customers do not bring in repeat business, it is a clear signal that there is something wrong grossly somewhere which needs to be investigated. If you are not getting the required quantum of repeat business, listen to a few customers and you can find out if the service department is really listening to your customers.
Here are a few tips to help you listen to your customers and find out their opinions.
1. Google Alerts
One of the easiest ways to observe what is being said about your business are Google Alerts. You can set an alert to be delivered to your email every time your business name is mentioned on the internet. You also have the advantage of setting up Google Alerts to know how your competitors are faring.
2. Monitor favourite business directories and sites
You could log onto websites like Google Places or Yahoo Local and check for any comments about your business. If there are comments from your customers respond to them. If the comment was positive thank them and also send them a separate thank you note. You could offer them an incentive to get them back to your store. If there was a bad review, respond to that comment also and find out how you can quickly resolve the issue and satisfy the customer. Once the situation is resolved there would be many satisfied customers who would be willing to change their idea of your business and come back to you.
3. Social media
The social media allows you listen to your customers and address their concerns and problems. FaceBook will notify you when your business has been tagged or mentioned. Twitter has an @ mention feature that lets you track the person who publicly comments about your business. There is a website – https://twitter.com/search – which will let you see if anyone is talking about your business.
Surveys can really help your business by giving you an idea about the customers’ experience of your business. Offer an incentive to get a survey or poll completed on time. FaceBook also has a poll function that allows for easily posting a poll or survey and track the responses.
When faced with any problems or issues, customers approach the business – either the owner, manager, or the concerned staff with their problems and grievances. Your customers are talking, but are you listening? Listening to your customers is one of the important aspects of your customer relationships and being a successful listener ensures a good business.