Great customer service is a requirement for repeat business from clients. And repeat business probably represents a significant portion of your business, or should—that and referrals, also the result of a satisfied customer. It is not only important to provide excellent customer service, but to also remind your customers of that fact regularly so they don’t forget. You can do this in very inexpensive ways. 

Create a customer satisfaction survey to send to your clients after a job is complete. Make it simple, one page, and provide them with a stamped envelope so all they have to do is fill it out and return it. Ask them to rate the job you did, ask about timeliness, cost, communication, courtesy, cleanliness and safety issues. Ask about how your staff performed. Give them 1-5 boxes to check—good to poor. Within this survey, you can also ask for quotes to share with others on promotional material and ask for referrals from them at the same time. Thank them when they respond, and if you get negative responses, then address those issues with them and with staff in the hopes of saving the client and improving your service.

If sending this survey out throughout the year is too difficult to manage, do it once every 6 months or once a year to all your clients served since the last survey was sent. This is a simple way to both find out what you did right as well as what you did wrong. It shows that you care about your customers and it reminds your customer that you are still around and want their business again.

This entry was posted on Thursday, November 6th, 2008 at 1:38 pm and is filed under Tambra McKerley Blog. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.