How do you find out about feedback from your clients? Even if it's negative feedback we need to know. How can we improve our customer service if we don't actually find out what our clients are saying about our business?
We actually went through this exercise a couple of years ago and got engaged a consultant to help us and being a home-based business, you're sitting at your desk on your own and you feel quite isolated. Do people value the service that I'm doing? We don't seem to get any feedback so we're not really sure. So the consultant was actually able to speak to these clients on our behalf and we got some interesting information. Yes they did value us and they were actually coming to us on the first point of call if they had a problem instead of going onto the internet and doing research. We actually found that our clients understand and value our products probably more than what we do.
So have you contacted your clients lately? I know the world is just so fast-paced at the moment and it is difficult to find the time to pick up the phone and have a conversation but we need to treat our clients like business partners. We need to make sure that they understand what products we have and update them with any new ones so they know what's available, and even if they give us some negative feedback that's a really good thing because they're actually understanding and value our services or else they could have just gone somewhere else. Our clients are our number one fans. We need to treat them like royalty.
So what are your clients saying about your business?