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Armstrong Beech Marketing Customer Feedback

The Value of the 'Thank you' and good feed back

The Value of the thank you/good feedback
I received a great email from Lou Fletcher, of Piccolo Property in Salisbury: “I love receiving your emails – they constantly remind me of all the things I *will* do when I can magic up some more hours in the day! Good tip about picking up the phone – you’re right – it is good to talk”!  

Just a couple of sentences; doesn’t take long. Nice to send. Great to receive. How often do
you give positive feedback and/or thanks? What more could you do?

Scary stats for why people stop buying from businesses:
 1% die
 3% move away
 5% follow a friend’s or relative’s recommendation
 9% find an alternative they perceive to be better quality or value
 14% are dissatisfied with the products or service
 And a massive 68% of people leave a business because of… indifference. They take
their business elsewhere simply because they do not feel valued.
Since a lot of time, money and effort are spent acquiring new clients, if existing clients leave
you because of indifference, you might as well be flushing £50 notes away!

Too often the only way for a customer to leave feedback is to go online and post a negative
review. Head off that negative word of mouth and encourage more happy customers to leave reviews by making it really easy. Give out lots of feedback and comment forms – and don’t forget that checkbox that says, “Yes, I give permission to use my comments in your marketing materials.”

Get feedback from customers, friends, business associates, employees.
 Try to find out who is seeing your message and how they are seeing it
 When you first start working with a new client/customer ‘seed’ from the outset that you
will be asking them for a brief testimonial when the work is completed. Don’t feel
embarrassed to ask, and remember to do it!
 Thank clients for WOM referrals and recommendations. If someone is sending you lots
of referrals, send a small, quality gift as a thank you.
 Is your business appropriate for a loyalty scheme to be introduced?
 If someone has used your service, you could put together a brief questionnaire,
perhaps 6 questions. And if it’s only a quick transaction you had with the client, don’t
include lots of ‘subjective’ opinion questions. I received one last week and after 5
minutes I was only 37% through. I zapped it away and emailed back and said it was
too long! The power of stats from such surveys is powerful, though. “XX% of
customers reported being 99% satisfied with our work” – for example.

Always be willing to tweak and tune your offerings as you go, based on feedback.
Debbie Newman