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What’s wrong?

By Toby Somerville

If you want to find out how good your product/service is — ask what’s wrong with it.
You may think you know what your customers want and need, but that may not be how customer feels about it. An important part of client service is not to find out how great things are going, but to find out what’s not going so well.

Ask your clients for an honest opinion on what they like about your product/service, but more importantly — ask what they didn’t/don’t like. Let them know that you want to improve your service/product and would really appreciate their honest appraisal on anything and everything — no matter how big or small. How can we improve?

Ultimately by engaging your clients, showing that they matter and acting on what they say (if appropriate). You will:

  • improve your product/service
  • be more competitive
  • improve client retention rates
  • improve your image

So, what are you waiting for? Find out what’s wrong.

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