Creating an Effective Feedback System
Hey, so in our last episode, we talked about what the problem was with review sites, the fact that only 0.2% of our customers’ opinions are actually being reflected on these review sites and how that’s not a true representation of what’s actually going on inside of our business and how much we care, and we take care of our customers. The big issue was the fact that the problem wasn’t with the review sites. The fact was that us, as business owners, we didn’t have an effective feedback process inside our business. The key to making sure that those review sites are a more true representation of what our business is all about is that we got to create an effective feedback process inside our business.
Today, I want to talk about what an effective feedback process looks like inside of your business because when you have an effective feedback system, you, as a business owner, will always be in the know. There’s no worrying constantly about what your customers might say about you later on after they work with your business or the fear and losing sleep of just worrying about what could possibly have gone wrong when your customer interacted.
What we’re looking at right now is the process overview. How the process works is you simply ask for that feedback. Once you get that feedback, then you take one of two actions. If it’s negative, you want to keep it offline. You want to resolve the issue or rectify the situation, whatever the case maybe, and then once you’re done resolving it, you want to ask them again for their feedback. If it’s positive in this turn, then you’re going to take a different route, but if it’s negative, you want to keep going back until you can resolve this. The idea, too, at some point, is obviously if you can’t resolve the issue is to just get it to a point where they are at least content with the way you’ve resolved it and not push it anymore.
In the event that you ask somebody and you actually get positive feedback back, then you got to give them the opportunity and enable them to easily share their experience online. That’s the key, easily. You got to make it easy for your customers. They’re going to do something huge for you because whatever they do when they go and leave you a review is going to be huge because that’s a referral for you, literally, 24/7, 365 online pointing in your direction. Making that an easy process, making sure that they have all the links available to all the different review sites that you’re on, and allowing them to choose which one they want to post it on is really important because when you do that, you’re going to be able to get more new customers to your door.
What you’re going to do is you’re going to create this virtual cycle where a customer connects with you, they have a great experience, you give them the opportunity to review you, when that customer reviews you, they put that out online, and therefore, more people can see you, understand how awesome you are at what you do, and they will choose to engage you simply because your competition isn’t doing this at all. Take advantage of that, create that feedback process, engage with your customers. It will pay dividends down the line.