Thursday, May 08, 2008

Don't ask your clients to do this...

Dear Friends,

Never, never, I mean never, ask your clients to give you a top score on a customer satisfaction survey that they're going to receive after their transaction.

They just volunteered to give you their business.
They already have an opinion of you and your service.
They do not need to be told their opinion.

Maybe it's me!

I feel if you have to tell a client to give you a good grade or great score because it will make you look good to your managers, or you'll get bonus points for the annual sales trip to the islands,
you are in deep dodo. You just don't get it.

So what should you do?

It's simple...follow these 5 steps and play my silly little game.

1. Thank them for their business.

2. Give them a heads up and let them know that they will be receiving a company survey.

3. Tell them how important it is to everyone, customers and company, to know how your customers feel about your service.

4. Ask them to fill out the survey about what they liked and appreciated or what they feel could be improved to continually provide great service.

5. Thank them again, in advance, for taking the time to help you and your company to get better for them and their referrals.

Here's a little game I introduced to some realtors during a training years ago.

Imagine every Saturday your current customers are going to a wedding reception. They are going to be sitting with some friends at a table of 10 people. The conversation at the table
is eventually going to turn to real estate and someone is going to ask your customers "How's your Realtor?"

How do you want our customers to respond? What do you want them to say to the others at the table? I assume you would like something like this...

"My agent is Paula. She's terrific. We hear from her every few days. She's always keeping us updated on what's going on in the marketplace and how it affects us. She really cares and
loves what she does. We are lucky to have her working for us. We've referred her to our friends and they are so happy with her service too. She's the best!"


"My agent's name is Joe...I think. We haven't heard from him in weeks. I have to call him 3 or 4 times before I get a return call. I can't wait until we're through with him."

What your customers are likely to say at this imaginary wedding reception, every Saturday, is entirely up to you. And you have from Sunday to Friday to influence their response.

Yes, you participate in creating your future.

Not real enough for you? Let's turn up the volume.

Now imagine there are some very influential people sitting at the table like a builder looking for a new Realtor, a banker, a couple of Fortune 100 company CEO's and the Director of Relocation for a large company in your back yard.

Now how important is your customer's answer?

You have a week to influence and script your customer's response. And you get to do it every week while they are your customers.

Oh, by the way, if you don't do what you need to do they will begin to act like someone else's customers.

It's up to you.

Just imagine every Saturday that your customers are going to be asked "How's your agent?"

If you get the simplicity of this silly little exercise you will never have to ask your clients to give you good scores on a survey.

Thanks for spending 3 minutes with me...
The best is yet to be!

On Your Team
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.

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