Teasing Out Feedback: The Importance of Customer Service Reviews
Of all the tasks piling up on your to-do list, sending clients a page of questions may not be at the very top. But what if I told you customer service reviews are a key component in building a successful business?
Customers deserve a voice. Theirs are just as powerful as SEO analytics and hard data. Feedback from a real person – who has experienced your services firsthand – is invaluable.
As a small business owner, you have the luxury of being able to reach customers on a more personal level with customer service reviews.
Actionable Insight and Improvement
If you asked me what super power I wouldn’t want, it’d be the ability to mind read. That’s what some of us feel like when it comes to customer service reviews. Do we really want to know what our clients think of us?
We do! And it really isn’t scary at all. If there are certain processes or services that we business owners are unsure of or are just testing out, it’s incredibly useful to ask someone else what they think. While it can’t be guaranteed to solve everything, this information provides a different and perhaps, the most important, perspective.
Customer service reviews are one of the best ways to improve your business. You are not only gaining insight into your client’s mind, but you are also increasing your odds for customer retention. When clients realize a business values their opinion, their trust and the likelihood of referrals increases immensely.
Free marketing is hard to come by, but not impossible to find. Customer advocates are the most effective and least expensive marketing campaign. If they are interested enough, building a mutually beneficial long-term relationship is one of the best investments for your company.
On the other hand, feedback allows us to pinpoint the weak areas of our services and listen to any unhappy customers. Those folks who feel unsatisfied with your business also need a voice, even if it’s one we don’t necessarily want to hear for fear of the wind going out of our sails. But how else can we improve without making mistakes and then owning up to them?
In order to truly make customer feedback work for you, remind yourself that failure is not an option. It literally isn’t if you are always looking for ways to improve. When you are constantly seeking to better your business, provide above-average experiences for clients, and hear from those once-in-a-while dissatisfied customers, you are developing a solid reputation as a business owner.
Never be afraid to ask clients for a testimonial or to answer a brief (but valuable) survey at the end of their experience. Make this another step in your plans when working with customers; tell them beforehand you will need a favor from them after you provide your product or service.
So my advice is to set-up a customer service review process today and listen carefully to what your advocates and critics are saying. After all, as they say – the customer knows best.
Want more information about how I survey my clients? Fill out my contact form to schedule a one-hour complimentary virtual coaching session with me!