Customer Feedback….. Sometimes its scary to ask people that age old question ” How did we do?”. Sometimes we hold back because we don’t want to bother anyone, sometimes we are scared of the answer…. but at the end of the day we need to know.
Starting Jan 1 we are collecting feedback from all our active clients. With one question. What is that one question that we could ask that would reveal the secrets of the universe?
“Would you refer us?”
That is it. That really is all we need to know. If we did a great job you will say yes… if we did a so so job you will say maybe and if we fell short of expectations you will say NO.
This is important stuff. What is even more important is asking the question consistently.
Teaming up with our franchise we are testing a new system designed to help us collect the answer to that question easily and consistently. Not only that it allows us to track our progress. According to the Harvard Business Review if you can increase Customer Loyalty by 5% you can increase your profit by 25-80% source, and according to our franchise it could be 1-1 ratio, increase 1% loyalty increase profit 1%.
Profit is not a dirty word in business! We should all want more profit, that means we are operating efficiently and solving the needs of our clients every day and making money while doing that.
How do you measure your customer loyalty?
The next important step is what do we do with the data? The short answer is try to make every customer a RAVING FAN!
How do we do that?
1. Communication – set realistic timelines that meet the needs of the clients
2. Creativity – not just in design but in our problem solving
3. Do what is right – sometimes its not convenient but it is so important when things go off the rails to do what is right even when its hard.
We are not just a sign shop, we take it way more seriously than that. We know that our products help you build your business, generate leads, keep people safe, brand your image. We are seriously focused on turn around time (we guarantee it or its free) and we mean it!
Welcome to 2013…. a new focus from us on delivery and customer loyalty we hope your year will be as great as ours will.