Customer feedback and criticism is one of the most effective ways to identify the areas you need to improve. When running a business, it’s easy to develop tunnel vision. No matter how focused you are, it’s beneficial to occasionally take the time to stop, listen to customers and make improvements.
Criticism and negative feedback happens, no matter what level of success you reach or how streamlined your operations may be. By taking your customers seriously and using the feedback you receive as a way to grow and improve, you’ll earn the respect and loyalty of your previous customers. In order to build a customer-centered business dedicated to satisfaction and service, you must give credence to the issues that your clients bring up. Criticism is not an affront to you or a slight on your business — it’s a chance to listen and improve.
One way for you to get feedback you can use for the benefit of your company is to ask for it. Some business owners are hesitant to ask for input, believing it will open the door for criticism and unnecessary complaints, but in reality, it’s an invaluable resource and learning opportunity. People want to be heard, and by asking for their opinions and critiques, you are essentially telling your customers their voices are heard and their patronage is valued.
It’s never a fun experience to hear criticism. Of course, there are times when criticism is unwarranted, but often, at the root of a complaint or negative feedback is an issue that needs to be addressed. It might sting, but don’t take it personally — take that complaint, identify the root issue and then strive to implement the changes necessary to improve your customer experience. When you listen well to all forms and types of feedback, you can start important conversations with your customers.
By Meagan Kerlin for Vertu Marketing LLC