How to Give Your Clients Exactly What They Want
There's a secret to better serving your clients and customers. Implementing this one tool will help you have loyal customers that are willing to pay you more.
How can you do this?
Ask your clients what they want. I know it seems obvious, but there's a certain way to go about it.
If you're like me, and most other business owners, when you would wrap up with a client you'd ask "Is there anything I could do or add that would make your experience better?"
While that question sounds great, and seems like it opens the door for a lot of great feedback, it rarely works. Why?
Because people are too polite! Most of them will say, "No! You've been great. This has been perfect."
Whether they are doing it consciously or not, they revert to a pleasant, no-conflict answer. Plain and simple, it's easier to say everything is fine and quietly go on your way. So how can we reframe our questions so that we get valuable answers? Try these 3 things:
Ask earlier. Don't wait until the end of a customer engagement for feedback. Reach out in the first third of half of your engagement together. This gives you time to implement changes if needed.
Ask what you're doing right. If people naturally avoid conflict, that means they're going to be quicker to compliment. Ask, "What are the best parts of our engagement?" or "What have we done that has exceeded your expectations so far?" Not only will this help you identify what you should keep doing, but you can read between the lines. If they love your weekly check-ins, that tells you your customers value communication. Are there ways to improve in those areas? Have there been times where you were MIA for a short period?
Ask what others are doing wrong. Take the attention off of yourself and ask about others in your industry. "What has frustrated you the most with other plumbers you've worked with?" Take this information and be the company that does the opposite of it. Funny thing is, you might even being doing some of the things they tell you. It's just not as awkward to tell you.
Give it a shot and let me know how it works out.
Most business owners struggle with managing their money, resulting in smaller paychecks for themselves. At Craig Dacy Financial Coaching, we help make managing your money simple. That way you can easily run a business that pays you more. Schedule your free coaching session now.