It has always been a good idea to obtain feedback from your clients. It tells you what you’re doing right, what you’re doing wrong and what your clients would like to see from you going forward. But have you thought about using that feedback as a marketing tool for your future business?
Now, there are multiple ways for feedback to be collected and they each have advantages and they each have disadvantages. Some feedback collection methods include:
· Written surveys with multiple choice
· Phone interviews
· One-on-one interviews by an unbiased person
· Written testimonials
· Video testimonials right after the experience
· Third party referral services
The feedback you obtain may be posted on your company’s website (see mine for example) or on your social media pages like Facebook, Google+, LinkedIn, Twitter, etc. However, the majority of these methods can take a customer’s time to capitulate. So there are more people that don’t do them or they are very inaccurate and vague in their responses.
There is one speaker whose programs are about an hour to two hours long, so having an attendee complete a lengthy feedback form may not be acceptable or successful. So he asks the attendees to write one word on the back of their business card what they thought of his presentation. He also has blank paper to hand out for those who don’t carry a business card with them.
Then the attendees are asked to put the card or piece of paper in a bowl on their way out the door. He has found that there is a higher rate of response doing it this way and even though it isn’t detailed, it does provide him some information. This same feedback process can be used in restaurants, stores, or any business that provides products or a service.
While this is a great method that this speaker has created and gets the job done, I recommend taking it one step further. Use those business cards for a point of contact and follow up with the person in a week or so! Make sure you have them on your mailing list, electronic and postal, and send them special announcements.
These days, there are online surveys from every restaurant and store asking for customer’s feedback on a receipt that will most likely get thrown away. By creating this type of feedback method, you’re able to get two-for-one from your effort, money, and time it took to create the feedback.