Dear Friends,
If you use a client surveyof one form or another, and a client takes the time to respond, here's a sample letter to simply say "Thank You."
Client survey responses that are direct mailed, or online, require a volunteering effort and usually get an approximate return of 17%.
That means 17% of your clients took time out of their day to help you, acknowledge your service, and acted as a 'gratis consultant' to assist you in your quality service initiatives.
How nice of them.
That deserves a big Thank You!
Most clients return a survey if they feel strongly about something and want you to know it. It can be real good or real bad.
As a client myself I have never received a response from a company after filling out a survey unless it was bad.
That's right, if I complained I might get a response from the company or some customer service representative.
A number of years ago I was checking into a Hyatt Hotel and was brought to my room by the bellman.
As he opened the curtains to let light in my view consisted of the 30' of air conditioning units which were right outside of my window,
I immediately asked to be moved to another room. He called the front desk to get a new room and off we went. As we walked into the new room I walked over to the window and opened the curtains which overlooked the pool and gardens.
It was great! A few moments later our phone rang and a young lady calling from the front desk asked if the room was satisfactory. I said it was, and then asked her if she called every guest that checked into the Hyatt.
Her response, "Oh no sir, I only call the ones that complain."
Priceless, isn't it?
So why fill out a survey and say nice things? Does it make any difference?
I think most of us feel the same way. "Why take the time, it isn't going to make any difference to me."
Often customer surveys are outsourced to companies from here to Bangladesh. The question is does anyone really listen or read the surveys?
As more and more of you are using client survey's to catch feedback I've noticed what many are not doing.
You're missing a HUGE opportunity to improve your relationship with your client by sending out a survey response "Thank You" letter.
Here's your tip, a sample letter:
Dear Client:
Thank you! I would like to take this opportunity to thank you for allowing ABC Company the privilege to serve your real estate needs.
I would also like to thank you for filling out our client survey.
We realize how important your feedback is to our continued improvement and success.
Our vision at XYZ Company is to build strong, lifelong relationships with our clients. Your comments help our entire staff to learn what our customers appreciate and deserve.
We want to maintain your trust and confidence, so when you refer your family and friends you will have no doubt that they will receive the same dedication and respect that you have to come to expect from us.
On behalf of all of us at XYZ Company, we thank you.
Sincerely,
(name)
(title)
PS We appreciate your confidence and welcome the opportunity to continue to earn your trust and referrals.
That's it -- a simple "Thank You."
If you want to exceed expectations take the time to acknowledge a client survey. You'll be glad you did.
The best is yet to be!
Jeffrey Stanton
Your Trusted Advisor For Life
One of the fastest ways to build a successful referral based business is by training. Now, with me, I like to invest significant time immersing myself in training, while some people prefer to take it in bite-size chunks. Whatever your preference is, now is the best time to contact me.
If you have found this tip useful, please share it with any friends, family, colleagues and associates who you think will be interested. Feel free to print it (with credit and subscription information) and continue to enjoy the tips. I am always grateful for any comments, criticisms or other feedback that you may have. Please send them to feedback@jeffreysjournal.com
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