What do these companies all have in common?
They all listen to their customer through surveys!
I often have retailers ask what my secret formula was for turning a small Sarasota flower shop into a top-50 florist in the nation. The truth is, there was no secret formula. In fact, the formula I followed for success is as simple as this:
Passion + Perseverance + Quality…and SURVEYS!
That’s right, hearing the voice of my customer was one of the greatest tools I ever had, and I can’t believe that so many businesses neglect to do this, even with all the resources available to help them.
Let's face it, most owners think they know what their customer likes, but do they really know? Wouldn’t it be nice to be able to sit down and visit with each customer face-to-face to discuss their thoughts, feelings, and concerns about their shopping experience as well as their overall impression of our business?
Of course, that isn’t possible, so in many circumstances our only real feedback comes from one of two of two places – upset customers who are extremely dissatisfied, or the opposite end of the spectrum where longtime loyal customers think we can do no wrong.
Both groups provide valuable input and deserve our attention. However, if we only listen to them we’re missing out on a vast majority of our customers. It’s easy to sit back and think we have all our bases covered by making our most vocal customers happy, but our perception isn’t always as accurate as we imagine.
You Just Have to Ask
Business owners should not only value customer feedback but depend on it as an essential part of their day-to-day operations. However, trends change fast, and today’s hot seller may be an outdated fad in a month or two. Your impeccable sense of style and design doesn’t help your business if customers don’t share your vision.
Differences in styles and attitudes are also evident in different parts of the country, and even in different areas of town. A concept or design that works well in Arizona may not be popular in Florida. Ultimately, there are no universally correct answers – all situations and circumstances are unique.
The only way to get the most accurate pulse of your business is by listening to your customers. Surveys are a perfect way to find out how they’re feeling, and an outstanding way to identify areas for improvement. Many people won’t offer feedback unless you ask, and those are often the customers with the most beneficial feedback.
Next time you stay at a Marriott, rent a car from Hertz, or dine in any reasonable establishment, rest assured if they have your email address, they run surveys. It's the ONLY way to keep up with their clients in a changing industry.
Surveying customers is a substantial undertaking. Busy business owners don’t have the time, nor the resources needed to manage it properly. Fortunately, we’re here to help! Customer Survey Management from Bloomerang is the easiest and most efficient way to monitor customer feedback. Let us create a custom survey for your shop today and leave the guesswork out of your business strategy.