Hello, one of the best ways to improve your business is to ask your clients for feedback. At Grunder Landscaping Co., we are constantly asking our clients for their feedback. One of the ways we do this is by sending them this survey after the work has been completed.
We average about a 50% return on these surveys, which is good. The ones we don’t hear from do get a phone call, as one of our administrative assistants calls all of our clients as well. We want to make sure they are happy.
A couple of weeks ago, I received this letter from Chase, asking me for my feedback. Chase is a huge company and they obviously “don’t get it.” I threw the survey in the trash. Why? Why would I fill this out? There’s really no incentive for me to do so. I don’t have a relationship with anyone at Chase. To be honest, I didn’t even know I had a credit card with Chase. I just know I have a so and so Visa; I guess Chase manages it for the company I have the Visa with. The reason I did not fill out the survey was I am busy and I’m not going to get anything for filling it out and here’s the lesson for the week.
Yes, some small businesses can get away with just asking for feedback and not offering up any reward or gift for doing so. Why? Because of the relationship your clients have with you. However, big businesses like Chase are going to be hard pressed to get feedback without offering up any incentive. All Chase had to do to get my feedback was something small, like if you return the survey, your name will be entered into a drawing for a $2,500 Chase gift card, or you’ll receive 100 points on your reward Visa, or we’ll make a donation to Habitat for Humanity in your name (It could be 50 cents for each one, several thousand of them would be quite a donation!). Something, anything to show me you really want my feedback.
You might see things differently than I do, but I run a small business, I am in touch with my clients. I understand that small business is the backbone of the American economy for many reasons. One of the reasons big businesses don’t do well is they don’t understand the small things. I personally think Chase wasted their money here and I would love to know what percent of their clients actually returned the survey. In business – Little things make a BIG difference. This week, consider putting a survey out to your clients, but make it worth their while to return it. Show them you appreciate their feedback; don’t just tell them!