The Coach's Corner

Please, no more surveys

September 2nd, 2013 // Tom Doescher //
Share

We don’t know about you, but we find the plethora of feedback surveys extremely annoying. Part of the reason is that we don’t get a warm and fuzzy feeling that assures us that anyone has really read our answers. A few years ago, we stayed at an exclusive hotel and reported more than 10 significant complaints. No one ever followed up with us — so why should we take the time to fill out another customer feedback form?

Here is what we would recommend. If you are compelled to send out a survey, ask just two questions: 1.) What did you really like about us? (And encourage them to fill in a little more detail.) 2.) How could we make your experience with us even better? After your clients/customers have responded, acknowledge the thoughtful feedback they provided with a personalized note. That way, even if they have a complaint or a suggestion for improvement, you are almost guaranteed to win them over.

Comments are closed.

The Advisor’s Corner

Tom DoescherYou’ll find stories from the trenches, business lessons, and pertinent questions to help you find inspiration, professional growth, and leadership savvy.

Subscribe

Categories

Archives