The One Thing You Can’t Delegate
Today, we’re going to be talking about the one thing that you can’t delegate when it comes to asking your customers, clients, or patients for feedback and then also getting a review. That one thing is the actual ask. The asking action for them to give you that feedback or to ask them to give that review. There’s a couple of reasons why.
Number one is you don’t want to delegate this to one or multiple staff members simply because there’s going to be an inconsistency in the way that it is delivered to your customer. You don’t want that inconsistency. You also don’t want the incongruence of you, as the business owner, not being the one that’s asking, right? It’s just cold hard fact that your employees do not have as vested an interest in asking for that feedback from your customers. It’s important that you make sure that it’s actually coming from you.
Your employees can definitely set up that situation, they can let the customer know that you will be asking at some later point, be it in person or via an email or something along those lines. The actual ask itself has to come from you, as the business owner. It can’t just come from a general emailing box or one of your managers. It should come from you as the owner. The reason is is because your title carries a lot of weight. You want to leverage that to actually get to the heart of the truth in terms of what the customer’s experience has been with you. If your salesperson is asking that question, or maybe a manager, they’re not going to get the truthful answer as if it was you asking them because they don’t feel like they have that direct connection to you as the owner.
The customer is going to act differently, they’re going to talk differently, they’re going to share their experience in a different light. You want to make sure that you’re the one that’s actually asking them because, when they see you and they see your title, they’re going to understand that you’re somebody that really wants to know what’s going on inside the business. They’re going to treat you differently and they’re going to talk to you with more honesty than they would otherwise.
Lastly, it’s what’s going to differentiate you from any and all your competitors because, while they don’t have the time or they don’t take the time, if you will, you are. You’re taking that time. That time isn’t huge, it’s a small, small amount of time to make a huge impact on your business and your customers will notice it. Your reviews will reflect it. More people will beat a path to your door because of it. Because you’re the one that’s taking the time, you’re the one who’s being different, and you’re the one who’s going to be able to avoid all the struggles that your competitors will endure, simply because they’re not taking the time to ask themselves.