Some days I feel like I’m drowning in an endless sea of to-do lists and whiteboard-idea-doodles. But I rarely complain about it. I’m happy to be working with and for my hand selected clients.
Mbody Fitness + Wellness Spa on Robson Street, here in Vancouver, has been a Polished Promotions client for a year. As Mbody’s marketing girl, I update their website, brainstorm promotions, analyze their analytics, create some print materials and even help with their events. In a way, I’m part of their team.
So it’s great when I receive emails like this one. (This email correspondence was a short as it appears. I had just finished updating Mbody’s homepage. I sent a blank email with the subject line “Published” and within a few minutes, had this response, “Could you be any more awesome? Seriously…could you?”)
This instance reminded me that wowing customers can happen accidently. I say accidentally because a lot of the time, it’s not what YOU think you’re doing that ignites positive feedback, referrals etc – it is what THEY feel when a project is completed (and another weight is lifted off of their shoulders).
Why not put some effort into learning what your clients really love about the service or product you provide (and finding ways to improve on them)?
Try:
Photo Credit: Dominik Gwarek
Hiring a third party to administer a customer survey over the phone or through email. Think like the big guys – but on a business-savvy budget – and get a professional business do to do one for you. Your clients will likely be truthful to a non-biased party. (Feel free to ask me for information on client surveys)
Mystery shopping yourself. Develop feedback forms and use an external source to rate your performance. (We do these for some of our selected clients, and are always surprised to learn which areas our client’s need to work on based on some honest feedback.)
By the way, my response to this lovely little email – was literally “awwww, shucks!”
{ 0 comments }
