Why Should You Respond To All Customer Feedback?

As business owners, we all get positive and negative feedback but the question is what do we do with it?

As a customer experience professional, I always believe that all feedback deserves a response. When I visit a business and have a good experience I attempt to either speak to a manager or send an email letting the business know my thoughts. Too many times business owners overlook good comments because they think they only need to respond to negative feedback. This is wrong. When a customer takes the time to thank you for a great experience you should be taking the time to let them know how much you appreciate it.

How often are you following up on customer feedback? The purpose of sending out surveys is to get pertinent information that can improve your business. If you are sending out surveys, you should read the information and follow up. How often are you talking to customers to get their feedback when they visit your business? If you want to grow your business, you have to listen to positive and negative feedback and follow up.

Let's look at the importance of listening to customers to understand where your business can improve:

• Staff inconsistencies - Is more training needed?
• Staff friendliness - Is the staff positively interacting with customers?
• Product knowledge - Does the staff understand the product, its benefits, and how to answer questions knowledgeably?
• Cleanliness - What are customers seeing that you don't?
• Items stocked - Do you have enough inventory?
• Website up to date - Is pertinent information missing?
• Promotions - What promos do customers like/dislike?
• Pricing/rates - Do customers see the value?
• What can you be doing better?

If you are looking to build relationships with your customers and increase revenue you need to know what is working and what is not. Many times I have taken the time to send an email to a restaurant complimenting them on the service and food and hear nothing back. Do they have to respond "No" but wouldn't it be a great gesture and a reason for me to return?

With more people eating out and shopping during the holiday season it's a great time to start thinking about how you can improve and add revenue for the new year! We at The Hart Experience can help you get a customer's perspective while increasing revenue. We offer customized shop evaluations and one on one consulting. Contact Debbie at 602.717.3271 or [email protected]

https://www.thehartexperience.com

PS. We are offering complimentary shop evaluations for businesses in the Phoenix/Flagstaff area for the month of January!